Re: ADV:Kinetic Enthusiasts Group (KEG)

[arslist]

So now we have the image:

Kegs of beer running down ski slopes while programmers try to schedule their
runs and routes to avoid them, cool!

 

Don't think I can get there but sounds like a great event.

 

Daniel

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: February 10, 2012 7:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ADV:Kinetic Enthusiasts Group (KEG)

 

** Feb 29-Mar 2 

 

Denver, CO

 

More info: http://www.kineticdata.com/Events/KEG.html

 

 

No boats - but their are ski slopes close by.

 

 

 

-John

 

 

On Fri, Feb 10, 2012 at 4:38 PM, Tommy Morris 
wrote:

He never gave a location. Maybe they rented a boat.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of bullcreek.com
Sent: Friday, February 10, 2012 5:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ADV:Kinetic Enthusiasts Group (KEG)

I want to know how you plan to "float" your "KEG"!

Phil Bautista
President / CEO
Bull Creek Data Corporation
www.bullcreek.com
Remedy Approved Consultant (RAC)
512-731-0304
-Original message-
From: John Sundberg john.sundb...@kineticdata.com
Date: Fri, 10 Feb 2012 16:53:57 -0500
To: arslist@ARSLIST.ORG
Subject: Re: ADV:Kinetic Enthusiasts Group (KEG)

> :) -- We like to have a little fun at Kinetic.
>
> Yes - we are going to call it a KEG party.
>
> Presentations will be called KEG stands.
>
> An interesting side note -- it starts on Feb 29.
>

> So - we like to say -- "Leap into the future with Kinetic Request?"
>
> It should be a great event?

>
> We will have two tracks: Technical and Manager (Technical == How to do
> things with Kinetic) (Manager == How companies are using Kinetic - and
> what it means to thei> r
> business)
>
>
>
>
> KEG - will be filled with companies who are making a difference --
> come and join us -- it is a fun world to be in!!!
>
>
> -John
>
>
>
>
>
> On Fri, Feb 10, 2012 at 3:16 PM, Tommy Morris
> wrote:
>
> > **
> >
> > So on the last evening of the event are you actually going to call
> > it the KEG party? If so make sure that it is not near a college or
> > military
> > facility.
> >
> > ** **
> >
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg
> > *Sent:* Friday, February 10, 2012 3:14 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* ADV:Kinetic Enthusiasts Group (KEG)
> >
> > ** **
> >
> > ** 
> >
> > ** **
> >
> > All,
> >
> > ** **
> >
> > ** **
> >
> > We are having our first ever Users Conference for the Kinetic
> > products.**> *
> > *
> >
> > ** **
> >
> > We are calling the event KEG (Kinetic Enthusiasts Group). 
> >
> > ** **
> >
> > Many in the Remedy world use Kinetic Request - and many others are
> > evaluating it as a possible solution for one or more projects within
> > thei> r
> > corporation.
> >
> > ** **
> >
> > If you are a current Kinetic customer -- you probably have been

> > emailed/called/etc? re: the event and we are excited to see you.

> >
> > ** **
> >
> > However, if for some reason we have missed you - or you are
> > interested in learning more -- KEG would be a great event to
> > attend.
> >
> > ** **
> >
> > I have always found it quite valuable to talk to people who have
> > already tried this,that or the other thing -- so I can benefit from that
experien> ce.
> > 
> >
> > ** **
> >
> > You will find many companies at KEG that have tried other things --
> > and settled on Kinetic as the product that makes sense for them.
> >
> > ** **
> >
> > Come and find out why at KEG.
> >
> > ** **
> >
> > ** **
> >
> > ** **
> >
> > http://www.kineticdata.com/Events/KEG.html
> >
> > ** **
> >
> > ** **
> >

> > PS? there will be something new we are showing -- and I would like
> > to s> ay "?and the Remedy world was never the same again?"

> >
> > ** **
> >
> > ** **
> >
> > ** **
> >
> > -John
> >
> > ** **
> >
> >
> > 
> >
> > ** **
> >
> > --
> > John David Sundberg
> > 235 East 6th Street, Suite 400B
> > St. Paul, MN 55101
> > (651) 556-0930  -work
> > (651) 247-6766  -cell
> > (651) 695-8577  -fax
> > john.sundb...@kineticdata.com
> > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> >
> >  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>
>
> --
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 556-0930  -work
> (651) 247-6766  -cell
> (651) 695-8577  -fax
> john.sundb...@kineticdata.com
>
> __

> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org

> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
>


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Re: Urgent help needed

[arslist]

Ok. Now can you give us more details, such as the database you are using and 
what the error was?

 

Daniel

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: February 10, 2012 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Urgent help needed

 

** 

We saw this error in  ITSM 7.6.03  and is because of some Active Link guides 
got corrupted.

 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_


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Re: ADV:Kinetic Enthusiasts Group (KEG)

[John Sundberg]

Feb 29-Mar 2

Denver, CO

More info: http://www.kineticdata.com/Events/KEG.html


No boats - but their are ski slopes close by.



-John


On Fri, Feb 10, 2012 at 4:38 PM, Tommy Morris
wrote:

> He never gave a location. Maybe they rented a boat.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of bullcreek.com
> Sent: Friday, February 10, 2012 5:28 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ADV:Kinetic Enthusiasts Group (KEG)
>
> I want to know how you plan to "float" your "KEG"!
>
> Phil Bautista
> President / CEO
> Bull Creek Data Corporation
> www.bullcreek.com
> Remedy Approved Consultant (RAC)
> 512-731-0304
> -Original message-
> From: John Sundberg john.sundb...@kineticdata.com
> Date: Fri, 10 Feb 2012 16:53:57 -0500
> To: arslist@ARSLIST.ORG
> Subject: Re: ADV:Kinetic Enthusiasts Group (KEG)
>
> > :) -- We like to have a little fun at Kinetic.
> >
> > Yes - we are going to call it a KEG party.
> >
> > Presentations will be called KEG stands.
> >
> > An interesting side note -- it starts on Feb 29.
> >
> > So - we like to say -- "Leap into the future with Kinetic Request?"
> >
> > It should be a great event?
> >
> > We will have two tracks: Technical and Manager (Technical == How to do
> > things with Kinetic) (Manager == How companies are using Kinetic - and
> > what it means to thei> r
> > business)
> >
> >
> >
> >
> > KEG - will be filled with companies who are making a difference --
> > come and join us -- it is a fun world to be in!!!
> >
> >
> > -John
> >
> >
> >
> >
> >
> > On Fri, Feb 10, 2012 at 3:16 PM, Tommy Morris
> > wrote:
> >
> > > **
> > >
> > > So on the last evening of the event are you actually going to call
> > > it the KEG party? If so make sure that it is not near a college or
> > > military
> > > facility.
> > >
> > > ** **
> > >
> > > *From:* Action Request System discussion list(ARSList) [mailto:
> > > arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg
> > > *Sent:* Friday, February 10, 2012 3:14 PM
> > > *To:* arslist@ARSLIST.ORG
> > > *Subject:* ADV:Kinetic Enthusiasts Group (KEG)
> > >
> > > ** **
> > >
> > > ** 
> > >
> > > ** **
> > >
> > > All,
> > >
> > > ** **
> > >
> > > ** **
> > >
> > > We are having our first ever Users Conference for the Kinetic
> > > products.**> *
> > > *
> > >
> > > ** **
> > >
> > > We are calling the event KEG (Kinetic Enthusiasts Group). 
> > >
> > > ** **
> > >
> > > Many in the Remedy world use Kinetic Request - and many others are
> > > evaluating it as a possible solution for one or more projects within
> > > thei> r
> > > corporation.
> > >
> > > ** **
> > >
> > > If you are a current Kinetic customer -- you probably have been
> > > emailed/called/etc? re: the event and we are excited to see you.
> > >
> > > ** **
> > >
> > > However, if for some reason we have missed you - or you are
> > > interested in learning more -- KEG would be a great event to
> > > attend.
> > >
> > > ** **
> > >
> > > I have always found it quite valuable to talk to people who have
> > > already tried this,that or the other thing -- so I can benefit from
> that experien> ce.
> > > 
> > >
> > > ** **
> > >
> > > You will find many companies at KEG that have tried other things --
> > > and settled on Kinetic as the product that makes sense for them.
> > >
> > > ** **
> > >
> > > Come and find out why at KEG.
> > >
> > > ** **
> > >
> > > ** **
> > >
> > > ** **
> > >
> > > http://www.kineticdata.com/Events/KEG.html
> > >
> > > ** **
> > >
> > > ** **
> > >
> > > PS? there will be something new we are showing -- and I would like
> > > to s> ay "?and the Remedy world was never the same again?"
> > >
> > > ** **
> > >
> > > ** **
> > >
> > > ** **
> > >
> > > -John
> > >
> > > ** **
> > >
> > >
> > > 
> > >
> > > ** **
> > >
> > > --
> > > John David Sundberg
> > > 235 East 6th Street, Suite 400B
> > > St. Paul, MN 55101
> > > (651) 556-0930-work
> > > (651) 247-6766-cell
> > > (651) 695-8577-fax
> > > john.sundb...@kineticdata.com
> > > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> > >
> > >  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> >
> >
> >
> >
> > --
> > John David Sundberg
> > 235 East 6th Street, Suite 400B
> > St. Paul, MN 55101
> > (651) 556-0930-work
> > (651) 247-6766-cell
> > (651) 695-8577-fax
> > john.sundb...@kineticdata.com
> >
> > __
> > _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
> >
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12
> www.wwrug12.com ARSList: "Where the Answers Are"
>
>
> ___
> UNSUBSCRIBE or acc

Re: ADV:Kinetic Enthusiasts Group (KEG)

[Tommy Morris]

He never gave a location. Maybe they rented a boat.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of bullcreek.com
Sent: Friday, February 10, 2012 5:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ADV:Kinetic Enthusiasts Group (KEG)

I want to know how you plan to "float" your "KEG"!

Phil Bautista
President / CEO
Bull Creek Data Corporation
www.bullcreek.com
Remedy Approved Consultant (RAC)
512-731-0304
-Original message-
From: John Sundberg john.sundb...@kineticdata.com
Date: Fri, 10 Feb 2012 16:53:57 -0500
To: arslist@ARSLIST.ORG
Subject: Re: ADV:Kinetic Enthusiasts Group (KEG)

> :) -- We like to have a little fun at Kinetic.
> 
> Yes - we are going to call it a KEG party.
> 
> Presentations will be called KEG stands.
> 
> An interesting side note -- it starts on Feb 29.
> 
> So - we like to say -- "Leap into the future with Kinetic Request?"
> 
> It should be a great event?
> 
> We will have two tracks: Technical and Manager (Technical == How to do 
> things with Kinetic) (Manager == How companies are using Kinetic - and 
> what it means to thei> r
> business)
> 
> 
> 
> 
> KEG - will be filled with companies who are making a difference -- 
> come and join us -- it is a fun world to be in!!!
> 
> 
> -John
> 
> 
> 
> 
> 
> On Fri, Feb 10, 2012 at 3:16 PM, Tommy Morris
> wrote:
> 
> > **
> >
> > So on the last evening of the event are you actually going to call 
> > it the KEG party? If so make sure that it is not near a college or 
> > military
> > facility.
> >
> > ** **
> >
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg
> > *Sent:* Friday, February 10, 2012 3:14 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* ADV:Kinetic Enthusiasts Group (KEG)
> >
> > ** **
> >
> > ** 
> >
> > ** **
> >
> > All,
> >
> > ** **
> >
> > ** **
> >
> > We are having our first ever Users Conference for the Kinetic 
> > products.**> *
> > *
> >
> > ** **
> >
> > We are calling the event KEG (Kinetic Enthusiasts Group). 
> >
> > ** **
> >
> > Many in the Remedy world use Kinetic Request - and many others are 
> > evaluating it as a possible solution for one or more projects within 
> > thei> r
> > corporation.
> >
> > ** **
> >
> > If you are a current Kinetic customer -- you probably have been 
> > emailed/called/etc? re: the event and we are excited to see you.
> >
> > ** **
> >
> > However, if for some reason we have missed you - or you are 
> > interested in learning more -- KEG would be a great event to 
> > attend.
> >
> > ** **
> >
> > I have always found it quite valuable to talk to people who have 
> > already tried this,that or the other thing -- so I can benefit from that 
> > experien> ce.
> > 
> >
> > ** **
> >
> > You will find many companies at KEG that have tried other things -- 
> > and settled on Kinetic as the product that makes sense for them.
> >
> > ** **
> >
> > Come and find out why at KEG.
> >
> > ** **
> >
> > ** **
> >
> > ** **
> >
> > http://www.kineticdata.com/Events/KEG.html
> >
> > ** **
> >
> > ** **
> >
> > PS? there will be something new we are showing -- and I would like 
> > to s> ay "?and the Remedy world was never the same again?"
> >
> > ** **
> >
> > ** **
> >
> > ** **
> >
> > -John
> >
> > ** **
> >
> >
> > 
> >
> > ** **
> >
> > --
> > John David Sundberg
> > 235 East 6th Street, Suite 400B
> > St. Paul, MN 55101
> > (651) 556-0930-work
> > (651) 247-6766-cell
> > (651) 695-8577-fax
> > john.sundb...@kineticdata.com
> > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> >
> >  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> 
> 
> 
> --
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 556-0930-work
> (651) 247-6766-cell
> (651) 695-8577-fax
> john.sundb...@kineticdata.com
> 
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
> 

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 
www.wwrug12.com ARSList: "Where the Answers Are"

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"

Re: ADV:Kinetic Enthusiasts Group (KEG)

[bullcreek.com]

I want to know how you plan to "float" your "KEG"!

Phil Bautista
President / CEO
Bull Creek Data Corporation
www.bullcreek.com
Remedy Approved Consultant (RAC)
512-731-0304
-Original message-
From: John Sundberg john.sundb...@kineticdata.com
Date: Fri, 10 Feb 2012 16:53:57 -0500
To: arslist@ARSLIST.ORG
Subject: Re: ADV:Kinetic Enthusiasts Group (KEG)

> :) -- We like to have a little fun at Kinetic.
> 
> Yes - we are going to call it a KEG party.
> 
> Presentations will be called KEG stands.
> 
> An interesting side note -- it starts on Feb 29.
> 
> So - we like to say -- "Leap into the future with Kinetic Request…"
> 
> It should be a great event…
> 
> We will have two tracks: Technical and Manager
> (Technical == How to do things with Kinetic)
> (Manager == How companies are using Kinetic - and what it means to thei> r
> business)
> 
> 
> 
> 
> KEG - will be filled with companies who are making a difference -- come and
> join us -- it is a fun world to be in!!!
> 
> 
> -John
> 
> 
> 
> 
> 
> On Fri, Feb 10, 2012 at 3:16 PM, Tommy Morris
> wrote:
> 
> > **
> >
> > So on the last evening of the event are you actually going to call it the
> > KEG party? If so make sure that it is not near a college or military
> > facility.
> >
> > ** **
> >
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg
> > *Sent:* Friday, February 10, 2012 3:14 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* ADV:Kinetic Enthusiasts Group (KEG)
> >
> > ** **
> >
> > ** 
> >
> > ** **
> >
> > All,
> >
> > ** **
> >
> > ** **
> >
> > We are having our first ever Users Conference for the Kinetic products.**> *
> > *
> >
> > ** **
> >
> > We are calling the event KEG (Kinetic Enthusiasts Group). 
> >
> > ** **
> >
> > Many in the Remedy world use Kinetic Request - and many others are
> > evaluating it as a possible solution for one or more projects within thei> r
> > corporation.
> >
> > ** **
> >
> > If you are a current Kinetic customer -- you probably have been
> > emailed/called/etc… re: the event and we are excited to see you.
> >
> > ** **
> >
> > However, if for some reason we have missed you - or you are interested in
> > learning more -- KEG would be a great event to attend.
> >
> > ** **
> >
> > I have always found it quite valuable to talk to people who have already
> > tried this,that or the other thing -- so I can benefit from that experien> 
> > ce.
> > 
> >
> > ** **
> >
> > You will find many companies at KEG that have tried other things -- and
> > settled on Kinetic as the product that makes sense for them.
> >
> > ** **
> >
> > Come and find out why at KEG.
> >
> > ** **
> >
> > ** **
> >
> > ** **
> >
> > http://www.kineticdata.com/Events/KEG.html
> >
> > ** **
> >
> > ** **
> >
> > PS… there will be something new we are showing -- and I would like to s> ay
> > "…and the Remedy world was never the same again…"
> >
> > ** **
> >
> > ** **
> >
> > ** **
> >
> > -John
> >
> > ** **
> >
> >
> > 
> >
> > ** **
> >
> > --
> > John David Sundberg
> > 235 East 6th Street, Suite 400B
> > St. Paul, MN 55101
> > (651) 556-0930-work
> > (651) 247-6766-cell
> > (651) 695-8577-fax
> > john.sundb...@kineticdata.com
> > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> >
> >  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> 
> 
> 
> 
> -- 
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 556-0930-work
> (651) 247-6766-cell
> (651) 695-8577-fax
> john.sundb...@kineticdata.com
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
> 

___
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Re: ADV:Kinetic Enthusiasts Group (KEG)

[John Sundberg]

:) -- We like to have a little fun at Kinetic.

Yes - we are going to call it a KEG party.

Presentations will be called KEG stands.

An interesting side note -- it starts on Feb 29.

So - we like to say -- "Leap into the future with Kinetic Request…"

It should be a great event…

We will have two tracks: Technical and Manager
(Technical == How to do things with Kinetic)
(Manager == How companies are using Kinetic - and what it means to their
business)




KEG - will be filled with companies who are making a difference -- come and
join us -- it is a fun world to be in!!!


-John





On Fri, Feb 10, 2012 at 3:16 PM, Tommy Morris
wrote:

> **
>
> So on the last evening of the event are you actually going to call it the
> KEG party? If so make sure that it is not near a college or military
> facility.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg
> *Sent:* Friday, February 10, 2012 3:14 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ADV:Kinetic Enthusiasts Group (KEG)
>
> ** **
>
> ** 
>
> ** **
>
> All,
>
> ** **
>
> ** **
>
> We are having our first ever Users Conference for the Kinetic products.***
> *
>
> ** **
>
> We are calling the event KEG (Kinetic Enthusiasts Group). 
>
> ** **
>
> Many in the Remedy world use Kinetic Request - and many others are
> evaluating it as a possible solution for one or more projects within their
> corporation.
>
> ** **
>
> If you are a current Kinetic customer -- you probably have been
> emailed/called/etc… re: the event and we are excited to see you.
>
> ** **
>
> However, if for some reason we have missed you - or you are interested in
> learning more -- KEG would be a great event to attend.
>
> ** **
>
> I have always found it quite valuable to talk to people who have already
> tried this,that or the other thing -- so I can benefit from that experience.
> 
>
> ** **
>
> You will find many companies at KEG that have tried other things -- and
> settled on Kinetic as the product that makes sense for them.
>
> ** **
>
> Come and find out why at KEG.
>
> ** **
>
> ** **
>
> ** **
>
> http://www.kineticdata.com/Events/KEG.html
>
> ** **
>
> ** **
>
> PS… there will be something new we are showing -- and I would like to say
> "…and the Remedy world was never the same again…"
>
> ** **
>
> ** **
>
> ** **
>
> -John
>
> ** **
>
>
> 
>
> ** **
>
> --
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 556-0930-work
> (651) 247-6766-cell
> (651) 695-8577-fax
> john.sundb...@kineticdata.com
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_




-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com

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Re: Urgent help needed

[patchsk]

We saw this error in  ITSM 7.6.03  and is because of some Active Link 
guides got corrupted.


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Re: ADV:Kinetic Enthusiasts Group (KEG)

[Tommy Morris]

So on the last evening of the event are you actually going to call it the KEG 
party? If so make sure that it is not near a college or military facility.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Friday, February 10, 2012 3:14 PM
To: arslist@ARSLIST.ORG
Subject: ADV:Kinetic Enthusiasts Group (KEG)

**

All,


We are having our first ever Users Conference for the Kinetic products.

We are calling the event KEG (Kinetic Enthusiasts Group).

Many in the Remedy world use Kinetic Request - and many others are evaluating 
it as a possible solution for one or more projects within their corporation.

If you are a current Kinetic customer -- you probably have been 
emailed/called/etc... re: the event and we are excited to see you.

However, if for some reason we have missed you - or you are interested in 
learning more -- KEG would be a great event to attend.

I have always found it quite valuable to talk to people who have already tried 
this,that or the other thing -- so I can benefit from that experience.

You will find many companies at KEG that have tried other things -- and settled 
on Kinetic as the product that makes sense for them.

Come and find out why at KEG.



http://www.kineticdata.com/Events/KEG.html


PS... there will be something new we are showing -- and I would like to say 
"...and the Remedy world was never the same again..."



-John



--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_

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Re: Escalation trigger filters without modifying records?

[Brien Dieterle]

Hmm, yeah this is pretty clean, and allows you to do the "diagnosis" via 
the (passive) join instead of via the filter madness.  Seems like there 
are several tradeoffs with any approach, be it performance or simply 
added complexity.  I was really hoping to keep *all* the complexity 
within an on-modify filter and then just trigger that when modified and 
periodically (two birds, one stone).  Oh well, we don't always get 
exactly what we want.  Thanks for your help!!


Brien

On 2/10/2012 12:45 PM, Ben Chernys wrote:

I like that.  Nice and clean.
Cheers
Ben

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: February-10-12 19:59
To: arslist@ARSLIST.ORG
Subject: Re: Escalation trigger filters without modifying records?

Another way I have seen people keep things like this in sync is to use a
Join form

The New Form "Problem Ticket/User Join" would Outer Join Problem Ticket and
User on ProblemTicket.UserID = User.USerID.  It would also have First and
Last Name from Problem Ticket and from User.

Your Escalation would run against this join where:
ProblemTicket.FirstName != User.FirstName OR ProblemTicket.LastName !=
User.LastName OR ProblemTicket.UserId = $NULL$

On Finding a record that meets the criteria you would Push a flag to
ProblemTicket to have it update the fields needed.

This is an approach I have used when I am trying to keep User info in sync
with an external system (I have a View Form of the External table)

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brien Dieterle
Sent: Friday, February 10, 2012 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation trigger filters without modifying records?

Thank you all for the feedback.  I should have also mentioned that modifying
the records for "no reason" is really at the core of the
issue, so the "modified by" field is a side-issue.   Also, normalization
versus denormalization-- it is confusing but as far as I understand it you
would normally start with normalized data and then add denormalization for
performance or, in this case, because that's what AR System encourages.
That is my goal, to have a fully normalized data structure with the added
denormalized data "on top".

So I'd like to try to run through what Ben has suggested here on an example,
and see if I understand what he's saying.

Let's say I have a Problem Ticket form:
FirstName
LastName
UserID(ForeignKey)
ProblemInfo

And I have a User form with:
UserID(PrimaryKey)
FirstName
LastName

So if I follow Ben's suggestion I would add some logic on the Problem Ticket
form to "diagnose" whether the Userinfo has changed instead of just
arbitrarily doing a "set" operation for all records.  So I create two
display-only fields on Problem Ticket and set Disable Change Flag = True?

FirstName
LastName
UserID
ProblemInfo
ZTrigger (display only, disable change flag) ZCompare (display only, disable
change flag)

So my escalation can set ZTrigger = $timestamp$ to trigger the on-modify
filters without actually modifying the record?  Assuming that is technically
possible, then I could have On-Modify filters that do the
"diagnosis":  Do a set-fields ZCompare = Firstname (from User Form).
Then another filter w/ qual: If ZCompare != DB.FirstName, set-fields
Firstname = ZCompare.  Then do the same thing with LastName via a filter
guide, I suppose.

Fred's suggestion of triggering updates on the source-side (User) actually
seems to make the most sense, although David suggests that might be a
performance problem.  If a single update to a user record has to go update
5,000 records across multiple forms, that might be a problem.  Although that
could be changed to just run off-peak anyway via an escalation (but now you
can't compare DB to TR and so you'd have to store previous values in extra
fields, or a set a generic sync flag field? Doh!).

I think I must just have a tendency to try to keep workflow self-contained
and not "creep" onto other forms.  Actually, that is not the only reason, I
just remembered that, quite often, we allow arbitrary input and then we want
to link it later.  For instance with the Problem Ticket we might take
Firstname and Lastname before there is ever a User account, so UserID is
NULL.  The only way to resolve these is to have an escalation attempt to
link it to the User record at a later time (via first and last name).  So if
Ben's suggestion works, that would be nice to avoid the excessive updates.
I'm also thinking of another workflow where a form "waits" for a record to
be created in another system.
Right now I have an escalation trigger a modify to perform a "check" to see
if that record has been created yet in a view form, and once it finds a
match it moves on to the next task.  Again that would be nice to avoid
modify updates for just a "check".

I think I'm done rambling, thank you again I'll post 

Urgent help needed

[Oyefeso, Bola]

I will be implementing tomorrow and I am getting the following error.
Any idea how to solve this quickly? 

 

Error generating application list field content. (ARERR 1900)

 

 


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Re: Escalation trigger filters without modifying records?

[Ben Chernys]

I like that.  Nice and clean.
Cheers
Ben

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: February-10-12 19:59
To: arslist@ARSLIST.ORG
Subject: Re: Escalation trigger filters without modifying records?

Another way I have seen people keep things like this in sync is to use a
Join form

The New Form "Problem Ticket/User Join" would Outer Join Problem Ticket and
User on ProblemTicket.UserID = User.USerID.  It would also have First and
Last Name from Problem Ticket and from User.  

Your Escalation would run against this join where:   
   ProblemTicket.FirstName != User.FirstName OR ProblemTicket.LastName !=
User.LastName OR ProblemTicket.UserId = $NULL$

On Finding a record that meets the criteria you would Push a flag to
ProblemTicket to have it update the fields needed.

This is an approach I have used when I am trying to keep User info in sync
with an external system (I have a View Form of the External table)

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brien Dieterle
Sent: Friday, February 10, 2012 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation trigger filters without modifying records?

Thank you all for the feedback.  I should have also mentioned that modifying
the records for "no reason" is really at the core of the 
issue, so the "modified by" field is a side-issue.   Also, normalization 
versus denormalization-- it is confusing but as far as I understand it you
would normally start with normalized data and then add denormalization for
performance or, in this case, because that's what AR System encourages.
That is my goal, to have a fully normalized data structure with the added
denormalized data "on top".

So I'd like to try to run through what Ben has suggested here on an example,
and see if I understand what he's saying.

Let's say I have a Problem Ticket form:
FirstName
LastName
UserID(ForeignKey)
ProblemInfo

And I have a User form with:
UserID(PrimaryKey)
FirstName
LastName

So if I follow Ben's suggestion I would add some logic on the Problem Ticket
form to "diagnose" whether the Userinfo has changed instead of just
arbitrarily doing a "set" operation for all records.  So I create two
display-only fields on Problem Ticket and set Disable Change Flag = True?

FirstName
LastName
UserID
ProblemInfo
ZTrigger (display only, disable change flag) ZCompare (display only, disable
change flag)

So my escalation can set ZTrigger = $timestamp$ to trigger the on-modify
filters without actually modifying the record?  Assuming that is technically
possible, then I could have On-Modify filters that do the
"diagnosis":  Do a set-fields ZCompare = Firstname (from User Form).  
Then another filter w/ qual: If ZCompare != DB.FirstName, set-fields
Firstname = ZCompare.  Then do the same thing with LastName via a filter
guide, I suppose.

Fred's suggestion of triggering updates on the source-side (User) actually
seems to make the most sense, although David suggests that might be a
performance problem.  If a single update to a user record has to go update
5,000 records across multiple forms, that might be a problem.  Although that
could be changed to just run off-peak anyway via an escalation (but now you
can't compare DB to TR and so you'd have to store previous values in extra
fields, or a set a generic sync flag field? Doh!).

I think I must just have a tendency to try to keep workflow self-contained
and not "creep" onto other forms.  Actually, that is not the only reason, I
just remembered that, quite often, we allow arbitrary input and then we want
to link it later.  For instance with the Problem Ticket we might take
Firstname and Lastname before there is ever a User account, so UserID is
NULL.  The only way to resolve these is to have an escalation attempt to
link it to the User record at a later time (via first and last name).  So if
Ben's suggestion works, that would be nice to avoid the excessive updates.
I'm also thinking of another workflow where a form "waits" for a record to
be created in another system.  
Right now I have an escalation trigger a modify to perform a "check" to see
if that record has been created yet in a view form, and once it finds a
match it moves on to the next task.  Again that would be nice to avoid
modify updates for just a "check".

I think I'm done rambling, thank you again I'll post back if I successfully
can trigger the on-modify filters via an escalation without actually
modifying the records using the tips Ben suggested.

Brien

On 2/10/2012 8:12 AM, Ben Chernys wrote:
> What Fred is saying is avoid the escalation by including your 
> normalization at time of save or in his second case at time of save of 
> another form (with a non AR_ESCALATOR user).  (Sorry Fred.  Just 
> wanted to make that a bit clearer).
>
> The ONLY way to modify a record without changing the fields modifier 
> a

Re: Escalation trigger filters without modifying records?

[Grooms, Frederick W]

Another way I have seen people keep things like this in sync is to use a Join 
form

The New Form "Problem Ticket/User Join" would Outer Join Problem Ticket and 
User on ProblemTicket.UserID = User.USerID.  It would also have First and Last 
Name from Problem Ticket and from User.  

Your Escalation would run against this join where:   
   ProblemTicket.FirstName != User.FirstName OR ProblemTicket.LastName != 
User.LastName OR ProblemTicket.UserId = $NULL$

On Finding a record that meets the criteria you would Push a flag to 
ProblemTicket to have it update the fields needed.

This is an approach I have used when I am trying to keep User info in sync with 
an external system (I have a View Form of the External table)

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brien Dieterle
Sent: Friday, February 10, 2012 12:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation trigger filters without modifying records?

Thank you all for the feedback.  I should have also mentioned that 
modifying the records for "no reason" is really at the core of the 
issue, so the "modified by" field is a side-issue.   Also, normalization 
versus denormalization-- it is confusing but as far as I understand it 
you would normally start with normalized data and then add 
denormalization for performance or, in this case, because that's what AR 
System encourages.  That is my goal, to have a fully normalized data 
structure with the added denormalized data "on top".

So I'd like to try to run through what Ben has suggested here on an 
example, and see if I understand what he's saying.

Let's say I have a Problem Ticket form:
FirstName
LastName
UserID(ForeignKey)
ProblemInfo

And I have a User form with:
UserID(PrimaryKey)
FirstName
LastName

So if I follow Ben's suggestion I would add some logic on the Problem 
Ticket form to "diagnose" whether the Userinfo has changed instead of 
just arbitrarily doing a "set" operation for all records.  So I create 
two display-only fields on Problem Ticket and set Disable Change Flag = 
True?

FirstName
LastName
UserID
ProblemInfo
ZTrigger (display only, disable change flag)
ZCompare (display only, disable change flag)

So my escalation can set ZTrigger = $timestamp$ to trigger the on-modify 
filters without actually modifying the record?  Assuming that is 
technically possible, then I could have On-Modify filters that do the 
"diagnosis":  Do a set-fields ZCompare = Firstname (from User Form).  
Then another filter w/ qual: If ZCompare != DB.FirstName, set-fields 
Firstname = ZCompare.  Then do the same thing with LastName via a filter 
guide, I suppose.

Fred's suggestion of triggering updates on the source-side (User) 
actually seems to make the most sense, although David suggests that 
might be a performance problem.  If a single update to a user record has 
to go update 5,000 records across multiple forms, that might be a 
problem.  Although that could be changed to just run off-peak anyway via 
an escalation (but now you can't compare DB to TR and so you'd have to 
store previous values in extra fields, or a set a generic sync flag 
field? Doh!).

I think I must just have a tendency to try to keep workflow 
self-contained and not "creep" onto other forms.  Actually, that is not 
the only reason, I just remembered that, quite often, we allow arbitrary 
input and then we want to link it later.  For instance with the Problem 
Ticket we might take Firstname and Lastname before there is ever a User 
account, so UserID is NULL.  The only way to resolve these is to have an 
escalation attempt to link it to the User record at a later time (via 
first and last name).  So if Ben's suggestion works, that would be nice 
to avoid the excessive updates.  I'm also thinking of another workflow 
where a form "waits" for a record to be created in another system.  
Right now I have an escalation trigger a modify to perform a "check" to 
see if that record has been created yet in a view form, and once it 
finds a match it moves on to the next task.  Again that would be nice to 
avoid modify updates for just a "check".

I think I'm done rambling, thank you again I'll post back if I 
successfully can trigger the on-modify filters via an escalation without 
actually modifying the records using the tips Ben suggested.

Brien

On 2/10/2012 8:12 AM, Ben Chernys wrote:
> What Fred is saying is avoid the escalation by including your normalization
> at time of save or in his second case at time of save of another form (with
> a non AR_ESCALATOR user).  (Sorry Fred.  Just wanted to make that a bit
> clearer).
>
> The ONLY way to modify a record without changing the fields modifier and
> modified time is through the Merge API which is not doable by workflow.  It
> is certainly doable with other methods like a Meta-Update script, your own
> code in a "binary" etc.
>
> ARS always performs the save when fields that set the "dirty bit" are set -

FW: Can anyone explain a field id of 0 in TMS:Task on ARGetMultipleEntries?

[Ben Chernys]

Further addendum:

 

I did check for Get filters on TMS:Task are there are a bunch.  One sets
this field when the enum is non-null and never sets it when null.  BUT this
is normally not a problem as I always get all field values and get nulls for
display only fields.  Filter name in Q is TMS:SHR:GetStatusReason 

 

Thanks in advance

Ben

 

From: Ben Chernys [mailto:ben.cher...@softwaretoolhouse.com] 
Sent: February-08-12 15:52
To: 'arslist@ARSLIST.ORG'
Subject: RE: Can anyone explain a field id of 0 in TMS:Task on
ARGetMultipleEntries?

 

Addendum:  

 

It is NOT every record that returns this field (whose value seems always
null) but only some.  In the ones with this field id of 0, I do not get a
value for field id 10001820 which is a display only (presumably not global)
field z1D_StatusReasonDisplay.

 

This is the last field in the array of fields as is the 0.  So the set of
field values seem to have either a value of NULL for field id 0 or a string
for field if 10001820.

 

It is no longer a critical issue as I now ignore field ids being returned
that do not appear on the form definition.

 

Cheers

Ben

From: Ben Chernys [mailto:ben.cher...@softwaretoolhouse.com] 
Sent: February-08-12 15:09
To: 'arslist@ARSLIST.ORG'
Subject: Can anone explain a field id of 0 in TMS:Task on
ARGetMultipleEntries?

 

Hi Folks,

ARS version: 7.5.00 Patch 002 200906100308 
API version: 7.6.03 running in Windows
ServerSun against Oracle

On only a single form in ITSM 7.6.0, TMS:Task, I do an ARGetMultiple entries
and I consistantly get a field at the end of each record with the field id
'0'  -  zero.

The form has 238 fields (not 239).  This is the only form with this
behaviour in many many forms queried but certainly every form.  This is the
extract from the apires.log file 

   ARGetMultipleEntries results 
Return Code: OK 
Field Value List List: 100 items 
   Field Value List: 239 items 
  Field Value Struct: 
 Field Id: 1 
 Value: (char) TAS00013575 
  Field Value Struct: 
 Field Id: 2 
 Value: (char) Mupdate 
  Field Value Struct: 
 Field Id: 3 
 Value: (timestamp) 1327954959 
  Field Value Struct: 
 Field Id: 4 
 Value: NULL 
. . .   snip   . . . 
  Field Value Struct: 
 Field Id: 0 
 Value: NULL 
   Field Value List: 239 items 
  Field Value Struct: 
 Field Id: 1 

Cheers
Ben Chernys

 


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Re: Escalation trigger filters without modifying records?

[Ben Chernys]

Actually, I meant you do the set on problem but also set a display only,
change flag inhibited command field.

The last filter on modify on problem has a qualification of
  Command field = my command and
  (db.firstname = firstname and db.lastname = lastname and and and)
That filter then does an Execute Process clean change flag which cancels the
update.  

Turns out that that idea is wrong.  

The Set-Change-Flag process is only available in Active Links and not in
Filters.  I guess once the Modify is initiated there's no way to stop it.

So, a slight change then more in line with what you are thinking

Two DO fields on problem; one to initiate the command, the second to see if
the data has changed

Set fields from SQL
  Select count(*) from user form where key = key and firstname = firstname
and last name = last name etc

The next filter sets the firstname, lastname, etc and has the qual of DO
field = 0

Both the DO fields have Disable change flag set.

You can still run into filter limits because all transactions under a single
escalation are counted together.

There is always the use of the Service which if it diagnoses a change could
then push to itself.

Sorry.  I though you could cancel an update but apparently not once the
dirty bit is set.

Cheers
Ben

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brien Dieterle
Sent: February-10-12 19:25
To: arslist@ARSLIST.ORG
Subject: Re: Escalation trigger filters without modifying records?

Thank you all for the feedback.  I should have also mentioned that modifying
the records for "no reason" is really at the core of the 
issue, so the "modified by" field is a side-issue.   Also, normalization 
versus denormalization-- it is confusing but as far as I understand it you
would normally start with normalized data and then add denormalization for
performance or, in this case, because that's what AR System encourages.
That is my goal, to have a fully normalized data structure with the added
denormalized data "on top".

So I'd like to try to run through what Ben has suggested here on an example,
and see if I understand what he's saying.

Let's say I have a Problem Ticket form:
FirstName
LastName
UserID(ForeignKey)
ProblemInfo

And I have a User form with:
UserID(PrimaryKey)
FirstName
LastName

So if I follow Ben's suggestion I would add some logic on the Problem Ticket
form to "diagnose" whether the Userinfo has changed instead of just
arbitrarily doing a "set" operation for all records.  So I create two
display-only fields on Problem Ticket and set Disable Change Flag = True?

FirstName
LastName
UserID
ProblemInfo
ZTrigger (display only, disable change flag) ZCompare (display only, disable
change flag)

So my escalation can set ZTrigger = $timestamp$ to trigger the on-modify
filters without actually modifying the record?  Assuming that is technically
possible, then I could have On-Modify filters that do the
"diagnosis":  Do a set-fields ZCompare = Firstname (from User Form).  
Then another filter w/ qual: If ZCompare != DB.FirstName, set-fields
Firstname = ZCompare.  Then do the same thing with LastName via a filter
guide, I suppose.

Fred's suggestion of triggering updates on the source-side (User) actually
seems to make the most sense, although David suggests that might be a
performance problem.  If a single update to a user record has to go update
5,000 records across multiple forms, that might be a problem.  Although that
could be changed to just run off-peak anyway via an escalation (but now you
can't compare DB to TR and so you'd have to store previous values in extra
fields, or a set a generic sync flag field? Doh!).

I think I must just have a tendency to try to keep workflow self-contained
and not "creep" onto other forms.  Actually, that is not the only reason, I
just remembered that, quite often, we allow arbitrary input and then we want
to link it later.  For instance with the Problem Ticket we might take
Firstname and Lastname before there is ever a User account, so UserID is
NULL.  The only way to resolve these is to have an escalation attempt to
link it to the User record at a later time (via first and last name).  So if
Ben's suggestion works, that would be nice to avoid the excessive updates.
I'm also thinking of another workflow where a form "waits" for a record to
be created in another system.  
Right now I have an escalation trigger a modify to perform a "check" to see
if that record has been created yet in a view form, and once it finds a
match it moves on to the next task.  Again that would be nice to avoid
modify updates for just a "check".

I think I'm done rambling, thank you again I'll post back if I successfully
can trigger the on-modify filters via an escalation without actually
modifying the records using the tips Ben suggested.

Brien

On 2/10/2012 8:12 AM, Ben Chernys wrote:
> What Fred is saying is avoid the escalation by including your 
> normalization at t

Re: Escalation trigger filters without modifying records?

[Brien Dieterle]

Thank you all for the feedback.  I should have also mentioned that 
modifying the records for "no reason" is really at the core of the 
issue, so the "modified by" field is a side-issue.   Also, normalization 
versus denormalization-- it is confusing but as far as I understand it 
you would normally start with normalized data and then add 
denormalization for performance or, in this case, because that's what AR 
System encourages.  That is my goal, to have a fully normalized data 
structure with the added denormalized data "on top".


So I'd like to try to run through what Ben has suggested here on an 
example, and see if I understand what he's saying.


Let's say I have a Problem Ticket form:
FirstName
LastName
UserID(ForeignKey)
ProblemInfo

And I have a User form with:
UserID(PrimaryKey)
FirstName
LastName

So if I follow Ben's suggestion I would add some logic on the Problem 
Ticket form to "diagnose" whether the Userinfo has changed instead of 
just arbitrarily doing a "set" operation for all records.  So I create 
two display-only fields on Problem Ticket and set Disable Change Flag = 
True?


FirstName
LastName
UserID
ProblemInfo
ZTrigger (display only, disable change flag)
ZCompare (display only, disable change flag)

So my escalation can set ZTrigger = $timestamp$ to trigger the on-modify 
filters without actually modifying the record?  Assuming that is 
technically possible, then I could have On-Modify filters that do the 
"diagnosis":  Do a set-fields ZCompare = Firstname (from User Form).  
Then another filter w/ qual: If ZCompare != DB.FirstName, set-fields 
Firstname = ZCompare.  Then do the same thing with LastName via a filter 
guide, I suppose.


Fred's suggestion of triggering updates on the source-side (User) 
actually seems to make the most sense, although David suggests that 
might be a performance problem.  If a single update to a user record has 
to go update 5,000 records across multiple forms, that might be a 
problem.  Although that could be changed to just run off-peak anyway via 
an escalation (but now you can't compare DB to TR and so you'd have to 
store previous values in extra fields, or a set a generic sync flag 
field? Doh!).


I think I must just have a tendency to try to keep workflow 
self-contained and not "creep" onto other forms.  Actually, that is not 
the only reason, I just remembered that, quite often, we allow arbitrary 
input and then we want to link it later.  For instance with the Problem 
Ticket we might take Firstname and Lastname before there is ever a User 
account, so UserID is NULL.  The only way to resolve these is to have an 
escalation attempt to link it to the User record at a later time (via 
first and last name).  So if Ben's suggestion works, that would be nice 
to avoid the excessive updates.  I'm also thinking of another workflow 
where a form "waits" for a record to be created in another system.  
Right now I have an escalation trigger a modify to perform a "check" to 
see if that record has been created yet in a view form, and once it 
finds a match it moves on to the next task.  Again that would be nice to 
avoid modify updates for just a "check".


I think I'm done rambling, thank you again I'll post back if I 
successfully can trigger the on-modify filters via an escalation without 
actually modifying the records using the tips Ben suggested.


Brien

On 2/10/2012 8:12 AM, Ben Chernys wrote:

What Fred is saying is avoid the escalation by including your normalization
at time of save or in his second case at time of save of another form (with
a non AR_ESCALATOR user).  (Sorry Fred.  Just wanted to make that a bit
clearer).

The ONLY way to modify a record without changing the fields modifier and
modified time is through the Merge API which is not doable by workflow.  It
is certainly doable with other methods like a Meta-Update script, your own
code in a "binary" etc.

ARS always performs the save when fields that set the "dirty bit" are set -
even if they are set to the same value.
Ie:  db.f = 1; set fields f = 1; modification made.

By rewriting your filters to diagnose that there are no changes rather than
arbitrarily setting values to equal values, and by turning off the
"Modified" flag  on your trigger field,  or by turning off the dirty bit at
the end (a new filter that compares the fields you are modifying with the
db.fields and if no changes turns off the dirty bit).

This would still leave AR_ESCALATOR on those records that really were
changed but (presumably) not on all records.

Meta-Update by default does not issue the modify when nothing has changed.
So certainly you would be able to do this with Meta-Update no problem.  You
also do not run into the filter limit.

Cheers
Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:   Ben.Chernys _AT_ softwaretoolhouse.com
Web: www.softwaretoolhouse.com

Check out Software Tool

Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

[strauss]

I think that you will find that the 7.6.03 mid-tier and ITSM consoles are 
designed for each other, and that the 7.6.04 mid-tier and ITSM console are 
designed for each other, and that they do not mix and match very well.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Friday, February 10, 2012 3:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Yes, it is ITSM 7.6.03

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: 09 February 2012 17:50
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Are you running ITSM 7.6.03 in a 7.6.04 mid-tier, or something?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Thursday, February 09, 2012 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Thanks for the response.

Just one point I should have made clearer.
The horizontal scroll bar does not show within the table field.
It is on the console just below the place where the navigation bar on the left 
hand side ends.
The vertical scroll bar is just to the right of the table field (again, not the 
scroll bar in the table field).
It almost looks as if there is a frame around/within the console which resizes 
but just little bit smaller than what is required for all elements to fit in.
I have attached a screenshot (see if it gets through).

Thanks for your help

Jiri Pospisil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: 09 February 2012 16:53
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Mid-tier 7.6.04.01 with the same version of the Incident Console:

I think part of the vertical behavior is that the Details and Tasks panel at 
the bottom has a fixed minimum and initial height.  It takes up the same space 
on a 27" iMac showing 80 rows of Incidents that it does on an old 17" LCD on a 
PC that shows only 29 rows of Incidents. And yes, I doubled the Size of Chunk 
to 100, and even made the columns for Assigned Group and Owner Group Visible, 
so my form and views are all overlaid.  I've never seen a horizontal scroll bar 
appear inside the z2TH Incidents table field - it just scrunches the column 
widths or hides them off-screen to the right - indicating a fixed width 
(Preferences - Reset brings them all back to a compromise "best-fit" for your 
screen).

Do you only see this in a particular browser?  I must admit that 99% of the 
time I am in some variant of IE on Windows or Safari on Macs. I've given up on 
all of the version changes for Firefox.

Are you on a resolution lower than 1,125 x 595, which I see is the actual size 
of the HPD:Incident Management Console Default User View Panel Holder 
(z2PLH_Main)?  I would have to assume that it is the minimum resolution that 
will work properly before you get scroll bars in the web browser window itself.

It probably DID work differently in 7.6.03. IMHO, 7.6.03 was an odd cousin to 
7.6.04, not a stepping stone; so many things in 7.6.03 that were very stable 
and worked great (after not working in 7.6.00) were broken (or broken again) in 
7.6.04.00/01.  Part of that was because so many fundamental changes were 
introduced, especially overlays, but it's almost like they were developed in 
parallel instead of sequentially.  I no longer assume that anything that worked 
in 7.6.03 (which I liked) will work the same (or at all) in 7.6.04.x.  At this 
point I am just happy to have 7.6.04.01 limping along in production with enough 
patches to keep it mostly stable.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Thursday, February 09, 2012 6:47 AM
To: arslist@ARSLIST.ORG
Subject: Incident and Change Consoles do not extend on mid-tier 7.6.04

Hi,

I was wondering if anybody seen the following behaviour on mid-tier 7.6.04 
(tried with SP1 and SP2).
When I open the Incident management or Change Management console, the screen 
shows vertical and horizontal scroll bars and does not extend to fill the whole 
screen.
No matter what size window I try, the scroll bars are there and the console 
does not extend to use the whol

Immediate Need for BMC Remedy Senior Consultant (Herndon, VA)

[Stacey Trammel]

Got Remedy?  Windward ITS is seeking a BMC Remedy Senior Consultant in Herndon, 
VA (see posting below).  Please contact me for more details!

Stacey Trammel 
Technical Recruiter 
703-812-0119
stram...@windwardits.com

**

Windward IT Solutions, founded in 1997, is at the forefront of Business 
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candidate must have experience and knowledge in deploying core functionality in 
an out of box BMC Remedy ITSM system; this includes the ability to install the 
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•Must be able to provide application support for the configuration, 
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•Must have experience integrating Remedy with BMC/other vendor products through 
use of Web Services
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principles, relationships, and metrics. 
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purchase additional Life Insurance and AD&D, Paid Time Off, Personal Leave, 
Holidays, 401(k) plan with company match and work/life balance. 

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Re: Server 'Alive' check

[Andrew C Goodall]

It blows me away how much manual effort we "the customer" have to go
through to check that the product we purchased is working as intended /
designed!!!

Firstly, the onus should be on BMC to provide this capability for its
own product, secondly if the product was stable and robust perhaps we
wouldn't have to do all this monitoring!

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Friday, February 10, 2012 10:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

Additional things to check:

 

NTE:SYS NT Process Control - is the queue building up and not clearing
out?

Application Pending -- is the queue building up and not clearing out?

CAI:Events - is the queue building up and not clearing out?

 

Thanks,

 

Sean

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

Ahgood point, I hadn't considered that :-)

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, February 10, 2012 8:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

You may want to make sure your script is not using a user in the
Administrator group, so that if for some reason you want to put a server
in Admin Only mode, your script would return a failure and have the
loadbalancer remove the server from the load balanced group if you set
admin only mode to on, something I wish we had done at our installation.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

Well...in my situation, I have a Server Group...so the effort that I'm
working on is to make my Load Balancer 'smarter' so that I can take a
node out of rotation if it's not working, so this particular approach
wouldn't quite work for me, but I agree that in a 'manual' manner, it
seems to be a reasonable scenario :-)

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, February 09, 2012 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

I am usually satisfied with watching the AR System Email Messages form
from the User Tool - I keep an open session on a work desktop that
refreshes an open query for Send Message = "Yes" every 5 minutes, and
another open query for Message Type = "Outgoing" where I can refresh to
see all outbound traffic.  If I remote in to look at it and see a
miscellaneous tli error dialog, SOMETHING blocked the connection, at
least momentarily, and I start troubleshooting from there by clearing
the dialog.

 

A method that requires even less effort is that I also have a folder in
my mailbox that gets copies of notifications to the central Helpdesk,
where I am an Associate Member.  If there is recent traffic (unread mail
in that folder), there isn't a problem.  Basically, if people are
entering tickets via one of the mid-tiers or Kinetic Request, and
notifications (or escalations) are going out, it's working. A corollary
benefit of this is that I see outage notifications and maintain an
awareness of what kinds of tickets are being entered by both support
staff and customers.

 

That may not be what you are looking for, but it works for us.

 

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

 

** 

Listers,

As we have discussed several times in the past a simple 'port check'
isn't sufficient to tell you that your server is 'alive'.  I'm looking
for assistance with 'what do you check' when you are checking to see if
your remedy server is alive and healthy.  I'm not looking to check the
MidTier in this effort...just the Remedy server itself.  So far I have
my script performing the following actions

 

-  Login

-  Search User Form

-  Execute Service

 

The first of course ensures that the server is processing logins

The second asks the remedy server to connect to the DB and return
results

The third 'exercises' it just a bit, asking it to do some things that
one of our services does, and return a result

 

These are of course just a small sampling of things I can have my script
do...I was looking to the list to see if you have any 'oh yea, that's a
good check' type of things 

Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost-Lotus Notes display

[John Sundberg]

You may want to look into: http://litmus.com/email-previews

We did this a couple years ago with the Kinetic applications…

litmus.com is a service - that will take your email -- and render it in
"tons" of email clients -- and then send you the image of the rendering…

Lots of "little things to learn" when doing email rendering.

(I think litmus.com is free on the weekend (or used to be))

-John

On Fri, Feb 10, 2012 at 10:49 AM, Ray Palla  wrote:

> Ok, so I'm clear about all that... Here's an issue I see at one of our
> customer sites, which uses Lotus Notes as an email client.
>
> In most clients our header graphic (company Logo) displays in the body of
> the email notification, then the content, then the footer, right.
>
> In Lotus Notes the header spacing is in the body but blank (not even a
> click
> for pictures link), but the graphic is converted into an attachment to the
> email.  Is there a work around for that or has someone found a way to embed
> the graphic directly.  I know I can HTML link to a file on the server, but
> would rather do it within Remedy.  And we would rather not need to ask the
> customer to change any standard image settings on the Lotus client.
>
> Ideas?
>
> Many Thanks;
> R
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
> Sent: Friday, February 10, 2012 8:26 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost
>
> The form you are looking for is AR System Email Templates.  I just created
> one record for the header and a second for the footer, with html
> attachments
> on each record.
>
> Once those records exist, you can go into AR System Email Mailbox
> Configuration and open up your outgoing email mailbox, then on the Advanced
> Configuration tab set the default templates you plan to use.  Otherwise, it
> can be done on Notify actions in your workflow and whatnot.
>
> Thanks,
>
> Shawn Pierson
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
> Sent: Thursday, February 09, 2012 4:19 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost
>
> Kool;
>
> I thought as much about the HTML use and will probably do exactly those
> same
> kinds of things.  Excellent suggestion, but I don't see where to attach the
> headers and footers unless you just put that HTML code into the message, as
> well.  Shouldn't they really be assigned within the filters, like for
> example: NTE:NTS:Email_200_Customer-NT ?
>
> Thanks Shawn;
> R
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
> Sent: Thursday, February 09, 2012 4:07 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ITSM Incident Notification 7.6.04
>
> Ray,
>
> Yes, it's just a matter of making an html file for the header and one for
> the footer, then start using HTML within the body of the messages.  For
> example, I've created a standard footer that provides contact information
> for our service desk at the bottom of every email that goes out from
> Remedy,
> and since I use HTML formatting I also set the notifications to put various
> things in bold, e.g. in the email message something like:
> Summary: #Summary#
> Notes: #Detailed Description#
>
> Another cool thing you can do is create hyperlinks, which I used to help
> users do approvals via email rather than logging in to Approval Central.
>
> Thanks,
>
> Shawn Pierson
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
> Sent: Thursday, February 09, 2012 2:59 PM
> To: arslist@ARSLIST.ORG
> Subject: ITSM Incident Notification 7.6.04
>
> Hello Listers;
>
> Has anyone used the AR System Email Templates in concert with the ITSM
> Incident out-of-the-box notifications functionality?
>
> Is there a way to utilize headers, content and footers HTML templates from
> within the standard user notofications?
>
> Thanks ya'll;
> R
>
>
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12
> www.wwrug12.com ARSList: "Where the Answers Are"
>
> Private and confidential as detailed here:
> http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the
> link, please e-mail sender.
>
>
> 
> ___
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>
>
> 
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> Private and confidential

Re: Server 'Alive' check

[Garrison, Sean (Norcross)]

Additional things to check:

NTE:SYS NT Process Control - is the queue building up and not clearing out?
Application Pending -- is the queue building up and not clearing out?
CAI:Events - is the queue building up and not clearing out?

Thanks,

Sean


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
Ahgood point, I hadn't considered that :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, February 10, 2012 8:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
You may want to make sure your script is not using a user in the Administrator 
group, so that if for some reason you want to put a server in Admin Only mode, 
your script would return a failure and have the loadbalancer remove the server 
from the load balanced group if you set admin only mode to on, something I wish 
we had done at our installation.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
Well...in my situation, I have a Server Group...so the effort that I'm working 
on is to make my Load Balancer 'smarter' so that I can take a node out of 
rotation if it's not working, so this particular approach wouldn't quite work 
for me, but I agree that in a 'manual' manner, it seems to be a reasonable 
scenario :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, February 09, 2012 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
I am usually satisfied with watching the AR System Email Messages form from the 
User Tool - I keep an open session on a work desktop that refreshes an open 
query for Send Message = "Yes" every 5 minutes, and another open query for 
Message Type = "Outgoing" where I can refresh to see all outbound traffic.  If 
I remote in to look at it and see a miscellaneous tli error dialog, SOMETHING 
blocked the connection, at least momentarily, and I start troubleshooting from 
there by clearing the dialog.

A method that requires even less effort is that I also have a folder in my 
mailbox that gets copies of notifications to the central Helpdesk, where I am 
an Associate Member.  If there is recent traffic (unread mail in that folder), 
there isn't a problem.  Basically, if people are entering tickets via one of 
the mid-tiers or Kinetic Request, and notifications (or escalations) are going 
out, it's working. A corollary benefit of this is that I see outage 
notifications and maintain an awareness of what kinds of tickets are being 
entered by both support staff and customers.

That may not be what you are looking for, but it works for us.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

**
Listers,
As we have discussed several times in the past a simple 'port check' isn't 
sufficient to tell you that your server is 'alive'.  I'm looking for assistance 
with 'what do you check' when you are checking to see if your remedy server is 
alive and healthy.  I'm not looking to check the MidTier in this effort...just 
the Remedy server itself.  So far I have my script performing the following 
actions


-  Login

-  Search User Form

-  Execute Service

The first of course ensures that the server is processing logins
The second asks the remedy server to connect to the DB and return results
The third 'exercises' it just a bit, asking it to do some things that one of 
our services does, and return a result

These are of course just a small sampling of things I can have my script do...I 
was looking to the list to see if you have any 'oh yea, that's a good check' 
type of things that you typically do when embarking on this type of effort.
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Are"_
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Are"_
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Re: Server 'Alive' check

[Nathan Aker]

Also, just to throw it out there I know Column Technologies has a Remedy 
specific monitoring solution.  Not sure what exactly it monitors or how though, 
or what it costs for that matter.  But I know it is purpose built for ARS.

Nate.

Nathan Aker
ITSM Solution Architect
McAfee, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 10:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
Ahgood point, I hadn't considered that :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, February 10, 2012 8:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
You may want to make sure your script is not using a user in the Administrator 
group, so that if for some reason you want to put a server in Admin Only mode, 
your script would return a failure and have the loadbalancer remove the server 
from the load balanced group if you set admin only mode to on, something I wish 
we had done at our installation.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
Well...in my situation, I have a Server Group...so the effort that I'm working 
on is to make my Load Balancer 'smarter' so that I can take a node out of 
rotation if it's not working, so this particular approach wouldn't quite work 
for me, but I agree that in a 'manual' manner, it seems to be a reasonable 
scenario :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, February 09, 2012 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
I am usually satisfied with watching the AR System Email Messages form from the 
User Tool - I keep an open session on a work desktop that refreshes an open 
query for Send Message = "Yes" every 5 minutes, and another open query for 
Message Type = "Outgoing" where I can refresh to see all outbound traffic.  If 
I remote in to look at it and see a miscellaneous tli error dialog, SOMETHING 
blocked the connection, at least momentarily, and I start troubleshooting from 
there by clearing the dialog.

A method that requires even less effort is that I also have a folder in my 
mailbox that gets copies of notifications to the central Helpdesk, where I am 
an Associate Member.  If there is recent traffic (unread mail in that folder), 
there isn't a problem.  Basically, if people are entering tickets via one of 
the mid-tiers or Kinetic Request, and notifications (or escalations) are going 
out, it's working. A corollary benefit of this is that I see outage 
notifications and maintain an awareness of what kinds of tickets are being 
entered by both support staff and customers.

That may not be what you are looking for, but it works for us.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

**
Listers,
As we have discussed several times in the past a simple 'port check' isn't 
sufficient to tell you that your server is 'alive'.  I'm looking for assistance 
with 'what do you check' when you are checking to see if your remedy server is 
alive and healthy.  I'm not looking to check the MidTier in this effort...just 
the Remedy server itself.  So far I have my script performing the following 
actions


-  Login

-  Search User Form

-  Execute Service

The first of course ensures that the server is processing logins
The second asks the remedy server to connect to the DB and return results
The third 'exercises' it just a bit, asking it to do some things that one of 
our services does, and return a result

These are of course just a small sampling of things I can have my script do...I 
was looking to the list to see if you have any 'oh yea, that's a good check' 
type of things that you typically do when embarking on this type of effort.
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_
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Are"_
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Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost-Lotus Notes display

[Ray Palla]

Ok, so I'm clear about all that... Here's an issue I see at one of our
customer sites, which uses Lotus Notes as an email client. 

In most clients our header graphic (company Logo) displays in the body of
the email notification, then the content, then the footer, right.

In Lotus Notes the header spacing is in the body but blank (not even a click
for pictures link), but the graphic is converted into an attachment to the
email.  Is there a work around for that or has someone found a way to embed
the graphic directly.  I know I can HTML link to a file on the server, but
would rather do it within Remedy.  And we would rather not need to ask the
customer to change any standard image settings on the Lotus client.

Ideas?

Many Thanks;
R



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, February 10, 2012 8:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost

The form you are looking for is AR System Email Templates.  I just created
one record for the header and a second for the footer, with html attachments
on each record.

Once those records exist, you can go into AR System Email Mailbox
Configuration and open up your outgoing email mailbox, then on the Advanced
Configuration tab set the default templates you plan to use.  Otherwise, it
can be done on Notify actions in your workflow and whatnot.

Thanks,

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Thursday, February 09, 2012 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost

Kool;

I thought as much about the HTML use and will probably do exactly those same
kinds of things.  Excellent suggestion, but I don't see where to attach the
headers and footers unless you just put that HTML code into the message, as
well.  Shouldn't they really be assigned within the filters, like for
example: NTE:NTS:Email_200_Customer-NT ?

Thanks Shawn;
R

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, February 09, 2012 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Incident Notification 7.6.04

Ray,

Yes, it's just a matter of making an html file for the header and one for
the footer, then start using HTML within the body of the messages.  For
example, I've created a standard footer that provides contact information
for our service desk at the bottom of every email that goes out from Remedy,
and since I use HTML formatting I also set the notifications to put various
things in bold, e.g. in the email message something like:
Summary: #Summary#
Notes: #Detailed Description#

Another cool thing you can do is create hyperlinks, which I used to help
users do approvals via email rather than logging in to Approval Central.

Thanks,

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Thursday, February 09, 2012 2:59 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Incident Notification 7.6.04

Hello Listers;

Has anyone used the AR System Email Templates in concert with the ITSM
Incident out-of-the-box notifications functionality?

Is there a way to utilize headers, content and footers HTML templates from
within the standard user notofications?

Thanks ya'll;
R


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Re: Server 'Alive' check

[LJ LongWing]

Ah..good point, I hadn't considered that J

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, February 10, 2012 8:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

You may want to make sure your script is not using a user in the
Administrator group, so that if for some reason you want to put a server in
Admin Only mode, your script would return a failure and have the
loadbalancer remove the server from the load balanced group if you set admin
only mode to on, something I wish we had done at our installation.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

Well.in my situation, I have a Server Group.so the effort that I'm working
on is to make my Load Balancer 'smarter' so that I can take a node out of
rotation if it's not working, so this particular approach wouldn't quite
work for me, but I agree that in a 'manual' manner, it seems to be a
reasonable scenario J

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, February 09, 2012 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

I am usually satisfied with watching the AR System Email Messages form from
the User Tool - I keep an open session on a work desktop that refreshes an
open query for Send Message = "Yes" every 5 minutes, and another open query
for Message Type = "Outgoing" where I can refresh to see all outbound
traffic.  If I remote in to look at it and see a miscellaneous tli error
dialog, SOMETHING blocked the connection, at least momentarily, and I start
troubleshooting from there by clearing the dialog.

 

A method that requires even less effort is that I also have a folder in my
mailbox that gets copies of notifications to the central Helpdesk, where I
am an Associate Member.  If there is recent traffic (unread mail in that
folder), there isn't a problem.  Basically, if people are entering tickets
via one of the mid-tiers or Kinetic Request, and notifications (or
escalations) are going out, it's working. A corollary benefit of this is
that I see outage notifications and maintain an awareness of what kinds of
tickets are being entered by both support staff and customers.

 

That may not be what you are looking for, but it works for us.

 

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

 

** 

Listers,

As we have discussed several times in the past a simple 'port check' isn't
sufficient to tell you that your server is 'alive'.  I'm looking for
assistance with 'what do you check' when you are checking to see if your
remedy server is alive and healthy.  I'm not looking to check the MidTier in
this effort.just the Remedy server itself.  So far I have my script
performing the following actions

 

-  Login

-  Search User Form

-  Execute Service

 

The first of course ensures that the server is processing logins

The second asks the remedy server to connect to the DB and return results

The third 'exercises' it just a bit, asking it to do some things that one of
our services does, and return a result

 

These are of course just a small sampling of things I can have my script
do.I was looking to the list to see if you have any 'oh yea, that's a good
check' type of things that you typically do when embarking on this type of
effort. 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: Server 'Alive' check

[Andrew C Goodall]

In that case, the extras you might want to look at that I can think of
would be: 

-  Email outgoing queuing (look at outgoing not sent depth)

-  Plugin (could look at success on updating people record)

-  Reconciliation & Dispatch (look a jobs still running or no
recon jobs running)

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 9:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

Andrew,

What you provided below would be an example of 'Login' as I described
below, and yes, I agree that that's the 1st step in checking to see if
your server is online and alive, but I'm looking for additional exercise
recommendations.  I suggested Login, Search, Service.  Another poster
suggested some action that exercises the plugin server, which I think is
another good test.

 

On a separate note...I do have access to enterprise level monitoring
tools...but what I have found is that they are typically 'dumb'...from
the perspective that they check to see if a process is in memory...check
to see if a port is open, check to see if an html responds with 200 or
404, etcbut none of the OOTB monitoring I have encountered can
actually tell me if my Remedy server is FUNCTIONAL...thus this effort
that I'm undertaking.  I'm trying to make my monitoring smarter.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Friday, February 10, 2012 8:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

If you don't have access to enterprise level monitoring tools (such as
patrol, MOM, splunk, etc...) and if this is windows OS you could use the
arapi.net and vbscript on the arserver to send an email notification of
error on login or vice versa of healthy login. If you execute remotely,
then this could also tell you if the server is even up and has network
connectivity. 

 

Something like below... you could fancy this up as needed e.g. to verify
email engine is processing by looking if outgoing is queuing.

 

Dim oShell,hdserver,hduser,hdpass

Set oShell = CreateObject( "WScript.Shell" )

hdserver = oShell.ExpandEnvironmentStrings("%ComputerName%")



hduser = 

hdpass = 

 

Set server  = CreateObject("BMC.ARSystem.Server")

server.Login hdserver, hduser, hdpass

Dim strerr 

strerr = Err.Number

 

If strerr <> 0  Then

 

Dim strsubject

strsubject = "Remedy is not responding on " &
hdserver

Dim strerrortxt

strerrortxt = Now & " -- Error Section: # " &
strerrsection & "; Error Number: " & Err.Number & "; Error Description:
" & Err.Description & "; Error Source: " & Err.Source

 

SendEmailNotify(strsubject, strerrortxt)

 

End If

 

server.Logout

 

Function SendEmailNotify(strsubject,strbody)

 

On Error Resume Next

Err.Clear

 

Dim objMessage: Set objMessage = CreateObject("CDO.Message")


Dim strTo

Dim hdserver 

hdserver = oShell.ExpandEnvironmentStrings("%ComputerName%")

strTO = 

objMessage.Subject = strsubject 

objMessage.From = hdserver

objMessage.To = strTO 

'objMessage.Cc = ""

'objMessage.Bcc = ""

objMessage.HTMLBody = strbody

 

'==This section provides the configuration information for
the remote SMTP server.

'==Normally you will only change the server name or IP.

objMessage.Configuration.Fields.Item _

("http://schemas.microsoft.com/cdo/configuration/sendusing";)
= 2 

 

'Name or IP of Remote SMTP Server

objMessage.Configuration.Fields.Item _

 
("http://schemas.microsoft.com/cdo/configuration/smtpserver";) = 

 

'Server port (typically 25)

objMessage.Configuration.Fields.Item _

 
("http://schemas.microsoft.com/cdo/configuration/smtpserverport";) = 25 

 

objMessage.Configuration.Fields.Update

 

'==End remote SMTP server configuration section==

 

objMessage.Send

 

Set objMessage = NOTHING

 

End Function

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

 

Lis

Re: Server 'Alive' check

[Campbell, Paul (Paul)]

You may want to make sure your script is not using a user in the Administrator 
group, so that if for some reason you want to put a server in Admin Only mode, 
your script would return a failure and have the loadbalancer remove the server 
from the load balanced group if you set admin only mode to on, something I wish 
we had done at our installation.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 10, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
Well...in my situation, I have a Server Group...so the effort that I'm working 
on is to make my Load Balancer 'smarter' so that I can take a node out of 
rotation if it's not working, so this particular approach wouldn't quite work 
for me, but I agree that in a 'manual' manner, it seems to be a reasonable 
scenario :)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, February 09, 2012 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

**
I am usually satisfied with watching the AR System Email Messages form from the 
User Tool - I keep an open session on a work desktop that refreshes an open 
query for Send Message = "Yes" every 5 minutes, and another open query for 
Message Type = "Outgoing" where I can refresh to see all outbound traffic.  If 
I remote in to look at it and see a miscellaneous tli error dialog, SOMETHING 
blocked the connection, at least momentarily, and I start troubleshooting from 
there by clearing the dialog.

A method that requires even less effort is that I also have a folder in my 
mailbox that gets copies of notifications to the central Helpdesk, where I am 
an Associate Member.  If there is recent traffic (unread mail in that folder), 
there isn't a problem.  Basically, if people are entering tickets via one of 
the mid-tiers or Kinetic Request, and notifications (or escalations) are going 
out, it's working. A corollary benefit of this is that I see outage 
notifications and maintain an awareness of what kinds of tickets are being 
entered by both support staff and customers.

That may not be what you are looking for, but it works for us.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

**
Listers,
As we have discussed several times in the past a simple 'port check' isn't 
sufficient to tell you that your server is 'alive'.  I'm looking for assistance 
with 'what do you check' when you are checking to see if your remedy server is 
alive and healthy.  I'm not looking to check the MidTier in this effort...just 
the Remedy server itself.  So far I have my script performing the following 
actions


-  Login

-  Search User Form

-  Execute Service

The first of course ensures that the server is processing logins
The second asks the remedy server to connect to the DB and return results
The third 'exercises' it just a bit, asking it to do some things that one of 
our services does, and return a result

These are of course just a small sampling of things I can have my script do...I 
was looking to the list to see if you have any 'oh yea, that's a good check' 
type of things that you typically do when embarking on this type of effort.
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: AR Server or DB issue

[LJ LongWing]

Ron,

A restart of the ARServer closes out all current connections to the DB, and
the startup re-establishes them.  So, if one of your connections was causing
blocking of some sort at the DB level and other threads couldn't continue,
then you restarted.you would have cleared up the blocking with the
shutdown..so while not a 'db' issue per se..still possibly related to db
connectivity/performance.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Friday, February 10, 2012 8:34 AM
To: arslist@ARSLIST.ORG
Subject: AR Server or DB issue

 

** 

Hello all,

 

Having some AR server issues. Something has been happening in the mornings
about 6am in that our service desk can't access Remedy. This started in
Decemeber but only once. Then twice in January and now a couple times this
week. The first few times it resolved itself after about 30 minutes but this
week we had to restart the AR service on the server to get it back. The
following is the arerror log from this morning. I've contacted our DBA's to
see if they notice anything but since an AR restart resolves it, I'm not
convinced it's a DB issue. Any thoughts?

 

Thanks.

 

Fri Feb 10 06:25:30 2012  AssignEng : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVER)  ARERR - 92

Fri Feb 10 06:25:30 2012  AssignEng : AR System Application server
terminated -- fatal error encountered (ARAPPNOTE 4501)

Fri Feb 10 06:25:31 2012  SLMCS : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVER)  ARERR - 92

Fri Feb 10 06:25:31 2012  SLMCS : AR System Application server terminated --
fatal error encountered (ARAPPNOTE 4501)

Fri Feb 10 06:27:32 2012  AssignEng : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVER)  ARERR - 92

Fri Feb 10 06:27:32 2012  AssignEng : AR System Application server
terminated -- fatal error encountered (ARAPPNOTE 4501)

Fri Feb 10 06:27:32 2012  SLMCS : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVER)  ARERR - 92

Fri Feb 10 06:27:32 2012  SLMCS : AR System Application server terminated --
fatal error encountered (ARAPPNOTE 4501)

Fri Feb 10 06:29:32 2012  AssignEng : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVER)  ARERR - 92

Fri Feb 10 06:29:32 2012  AssignEng : AR System Application server
terminated -- fatal error encountered (ARAPPNOTE 4501)

Fri Feb 10 06:29:32 2012  SLMCS : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVER)  ARERR - 92

Fri Feb 10 06:29:32 2012  SLMCS : AR System Application server terminated --
fatal error encountered (ARAPPNOTE 4501)

Fri Feb 10 06:30:05 2012  BRIE : Timeout during database query -- consider
using more specific search criteria to narrow the results, and retry the
operation (OUR_AR_SERVER)  ARERR - 94

Fri Feb 10 06:31:32 2012  AssignEng : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVER)  ARERR - 92

Fri Feb 10 06:31:32 2012  AssignEng : AR System Application server
terminated -- fatal error encountered (ARAPPNOTE 4501)

Fri Feb 10 06:31:32 2012  SLMCS : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVER)  ARERR - 92

Fri Feb 10 06:31:32 2012  SLMCS : AR System Application server terminated --
fatal error encountered (ARAPPNOTE 4501)

Fri Feb 10 06:33:32 2012  AssignEng : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVER)  ARERR - 92

Fri Feb 10 06:33:32 2012  AssignEng : AR System Application server
terminated -- fatal error encountered (ARAPPNOTE 4501)

Fri Feb 10 06:33:32 2012  SLMCS : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVER)  ARERR - 92

Fri Feb 10 06:33:32 2012  SLMCS : AR System Application server terminated --
fatal error encountered (ARAPPNOTE 4501)

Fri Feb 10 06:35:02 2012  CMDB Dispatcher : Timeout during database query --
consider using more specific search criteria to narrow the results, and
retry the operation (OUR_AR_SERVER)  ARERR - 94

Fri Feb 10 06:35:05 2012  BRIE : Timeout during database query -- consider
using more specific search criteria to narrow the results, and retry the
operation (OUR_AR_SERVER)  ARERR - 94

Fri Feb 10 06:35:32 2012  AssignEng : Timeout during database update -- the
operation has been accepted by the server and will usually complete
successfully (OUR_AR_SERVE

Re: AR Server or DB issue

[Axton]

The server is timing out.  Make sure your api, sql, filter, and escalation
logs are enabled, and when the timeouts start, grab a copy of the logs then
restart ARS.  Look in the logs for the last thing that was taking place and
you will have your answer.  It could be any number of things causing the
timeout the logs will point you in the right direction.

If you have your arserver set up to create a backup log, the .bak files
will be the logs before you restart the server and you can look in there to
see what is going on.

Axton Grams

On Fri, Feb 10, 2012 at 9:34 AM, Peters, Ron  wrote:

> **
>
> Hello all,
>
> ** **
>
> Having some AR server issues. Something has been happening in the mornings
> about 6am in that our service desk can’t access Remedy. This started in
> Decemeber but only once. Then twice in January and now a couple times this
> week. The first few times it resolved itself after about 30 minutes but
> this week we had to restart the AR service on the server to get it back.
> The following is the arerror log from this morning. I’ve contacted our
> DBA’s to see if they notice anything but since an AR restart resolves it,
> I’m not convinced it’s a DB issue. Any thoughts?
>
> ** **
>
> Thanks.
>
> ** **
>
> Fri Feb 10 06:25:30 2012  AssignEng : Timeout during database update --
> the operation has been accepted by the server and will usually complete
> successfully (OUR_AR_SERVER)  ARERR - 92
>
> Fri Feb 10 06:25:30 2012  AssignEng : AR System Application server
> terminated -- fatal error encountered (ARAPPNOTE 4501)
>
> Fri Feb 10 06:25:31 2012  SLMCS : Timeout during database update -- the
> operation has been accepted by the server and will usually complete
> successfully (OUR_AR_SERVER)  ARERR - 92
>
> Fri Feb 10 06:25:31 2012  SLMCS : AR System Application server terminated
> -- fatal error encountered (ARAPPNOTE 4501)
>
> Fri Feb 10 06:27:32 2012  AssignEng : Timeout during database update --
> the operation has been accepted by the server and will usually complete
> successfully (OUR_AR_SERVER)  ARERR - 92
>
> Fri Feb 10 06:27:32 2012  AssignEng : AR System Application server
> terminated -- fatal error encountered (ARAPPNOTE 4501)
>
> Fri Feb 10 06:27:32 2012  SLMCS : Timeout during database update -- the
> operation has been accepted by the server and will usually complete
> successfully (OUR_AR_SERVER)  ARERR - 92
>
> Fri Feb 10 06:27:32 2012  SLMCS : AR System Application server terminated
> -- fatal error encountered (ARAPPNOTE 4501)
>
> Fri Feb 10 06:29:32 2012  AssignEng : Timeout during database update --
> the operation has been accepted by the server and will usually complete
> successfully (OUR_AR_SERVER)  ARERR - 92
>
> Fri Feb 10 06:29:32 2012  AssignEng : AR System Application server
> terminated -- fatal error encountered (ARAPPNOTE 4501)
>
> Fri Feb 10 06:29:32 2012  SLMCS : Timeout during database update -- the
> operation has been accepted by the server and will usually complete
> successfully (OUR_AR_SERVER)  ARERR - 92
>
> Fri Feb 10 06:29:32 2012  SLMCS : AR System Application server terminated
> -- fatal error encountered (ARAPPNOTE 4501)
>
> Fri Feb 10 06:30:05 2012  BRIE : Timeout during database query -- consider
> using more specific search criteria to narrow the results, and retry the
> operation (OUR_AR_SERVER)  ARERR - 94
>
> Fri Feb 10 06:31:32 2012  AssignEng : Timeout during database update --
> the operation has been accepted by the server and will usually complete
> successfully (OUR_AR_SERVER)  ARERR - 92
>
> Fri Feb 10 06:31:32 2012  AssignEng : AR System Application server
> terminated -- fatal error encountered (ARAPPNOTE 4501)
>
> Fri Feb 10 06:31:32 2012  SLMCS : Timeout during database update -- the
> operation has been accepted by the server and will usually complete
> successfully (OUR_AR_SERVER)  ARERR - 92
>
> Fri Feb 10 06:31:32 2012  SLMCS : AR System Application server terminated
> -- fatal error encountered (ARAPPNOTE 4501)
>
> Fri Feb 10 06:33:32 2012  AssignEng : Timeout during database update --
> the operation has been accepted by the server and will usually complete
> successfully (OUR_AR_SERVER)  ARERR - 92
>
> Fri Feb 10 06:33:32 2012  AssignEng : AR System Application server
> terminated -- fatal error encountered (ARAPPNOTE 4501)
>
> Fri Feb 10 06:33:32 2012  SLMCS : Timeout during database update -- the
> operation has been accepted by the server and will usually complete
> successfully (OUR_AR_SERVER)  ARERR - 92
>
> Fri Feb 10 06:33:32 2012  SLMCS : AR System Application server terminated
> -- fatal error encountered (ARAPPNOTE 4501)
>
> Fri Feb 10 06:35:02 2012  CMDB Dispatcher : Timeout during database query
> -- consider using more specific search criteria to narrow the results, and
> retry the operation (OUR_AR_SERVER)  ARERR - 94
>
> Fri Feb 10 06:35:05 2012  BRIE : Timeout during database query -- consider
> using mor

Re: Server 'Alive' check

[LJ LongWing]

Andrew,

What you provided below would be an example of 'Login' as I described below,
and yes, I agree that that's the 1st step in checking to see if your server
is online and alive, but I'm looking for additional exercise
recommendations.  I suggested Login, Search, Service.  Another poster
suggested some action that exercises the plugin server, which I think is
another good test.

 

On a separate note.I do have access to enterprise level monitoring tools.but
what I have found is that they are typically 'dumb'.from the perspective
that they check to see if a process is in memory.check to see if a port is
open, check to see if an html responds with 200 or 404, etc..but none of the
OOTB monitoring I have encountered can actually tell me if my Remedy server
is FUNCTIONAL.thus this effort that I'm undertaking.  I'm trying to make my
monitoring smarter.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall
Sent: Friday, February 10, 2012 8:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

If you don't have access to enterprise level monitoring tools (such as
patrol, MOM, splunk, etc.) and if this is windows OS you could use the
arapi.net and vbscript on the arserver to send an email notification of
error on login or vice versa of healthy login. If you execute remotely, then
this could also tell you if the server is even up and has network
connectivity. 

 

Something like below. you could fancy this up as needed e.g. to verify email
engine is processing by looking if outgoing is queuing.

 

Dim oShell,hdserver,hduser,hdpass

Set oShell = CreateObject( "WScript.Shell" )

hdserver = oShell.ExpandEnvironmentStrings("%ComputerName%")



hduser = 

hdpass = 

 

Set server  = CreateObject("BMC.ARSystem.Server")

server.Login hdserver, hduser, hdpass

Dim strerr 

strerr = Err.Number

 

If strerr <> 0  Then

 

Dim strsubject

strsubject = "Remedy is not responding on " &
hdserver

Dim strerrortxt

strerrortxt = Now & " -- Error Section: # " &
strerrsection & "; Error Number: " & Err.Number & "; Error Description: " &
Err.Description & "; Error Source: " & Err.Source

 

SendEmailNotify(strsubject, strerrortxt)

 

End If

 

server.Logout

 

Function SendEmailNotify(strsubject,strbody)

 

On Error Resume Next

Err.Clear

 

Dim objMessage: Set objMessage = CreateObject("CDO.Message") 

Dim strTo

Dim hdserver 

hdserver = oShell.ExpandEnvironmentStrings("%ComputerName%")

strTO = 

objMessage.Subject = strsubject 

objMessage.From = hdserver

objMessage.To = strTO 

'objMessage.Cc = ""

'objMessage.Bcc = ""

objMessage.HTMLBody = strbody

 

'==This section provides the configuration information for the
remote SMTP server.

'==Normally you will only change the server name or IP.

objMessage.Configuration.Fields.Item _

("http://schemas.microsoft.com/cdo/configuration/sendusing";) = 2


 

'Name or IP of Remote SMTP Server

objMessage.Configuration.Fields.Item _

("http://schemas.microsoft.com/cdo/configuration/smtpserver";) =


 

'Server port (typically 25)

objMessage.Configuration.Fields.Item _

 
("http://schemas.microsoft.com/cdo/configuration/smtpserverport";) = 25 

 

objMessage.Configuration.Fields.Update

 

'==End remote SMTP server configuration section==

 

objMessage.Send

 

Set objMessage = NOTHING

 

End Function

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
   

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

 

Listers,

As we have discussed several times in the past a simple 'port check' isn't
sufficient to tell you that your server is 'alive'.  I'm looking for
assistance with 'what do you check' when you are checking to see if your
remedy server is alive and healthy.  I'm not looking to check the MidTier in
this effort.just the Remedy server itself.  So far I have my script
performing the following actions

 

-  Login

-  Search User Form

-  Execute Service

 

The first of course ensures that the server is processing logins

The second asks the remedy server to connect to the DB and return results

The third 'exercises' it just a bit, asking it to do some things that one of
our ser

AR Server or DB issue

[Peters, Ron]

Hello all,

Having some AR server issues. Something has been happening in the mornings 
about 6am in that our service desk can't access Remedy. This started in 
Decemeber but only once. Then twice in January and now a couple times this 
week. The first few times it resolved itself after about 30 minutes but this 
week we had to restart the AR service on the server to get it back. The 
following is the arerror log from this morning. I've contacted our DBA's to see 
if they notice anything but since an AR restart resolves it, I'm not convinced 
it's a DB issue. Any thoughts?

Thanks.

Fri Feb 10 06:25:30 2012  AssignEng : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:25:30 2012  AssignEng : AR System Application server terminated 
-- fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:25:31 2012  SLMCS : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:25:31 2012  SLMCS : AR System Application server terminated -- 
fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:27:32 2012  AssignEng : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:27:32 2012  AssignEng : AR System Application server terminated 
-- fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:27:32 2012  SLMCS : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:27:32 2012  SLMCS : AR System Application server terminated -- 
fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:29:32 2012  AssignEng : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:29:32 2012  AssignEng : AR System Application server terminated 
-- fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:29:32 2012  SLMCS : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:29:32 2012  SLMCS : AR System Application server terminated -- 
fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:30:05 2012  BRIE : Timeout during database query -- consider 
using more specific search criteria to narrow the results, and retry the 
operation (OUR_AR_SERVER)  ARERR - 94
Fri Feb 10 06:31:32 2012  AssignEng : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:31:32 2012  AssignEng : AR System Application server terminated 
-- fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:31:32 2012  SLMCS : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:31:32 2012  SLMCS : AR System Application server terminated -- 
fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:33:32 2012  AssignEng : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:33:32 2012  AssignEng : AR System Application server terminated 
-- fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:33:32 2012  SLMCS : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:33:32 2012  SLMCS : AR System Application server terminated -- 
fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:35:02 2012  CMDB Dispatcher : Timeout during database query -- 
consider using more specific search criteria to narrow the results, and retry 
the operation (OUR_AR_SERVER)  ARERR - 94
Fri Feb 10 06:35:05 2012  BRIE : Timeout during database query -- consider 
using more specific search criteria to narrow the results, and retry the 
operation (OUR_AR_SERVER)  ARERR - 94
Fri Feb 10 06:35:32 2012  AssignEng : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:35:32 2012  AssignEng : AR System Application server terminated 
-- fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:35:32 2012  SLMCS : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OUR_AR_SERVER)  ARERR - 92
Fri Feb 10 06:35:32 2012  SLMCS : AR System Application server terminated -- 
fatal error encountered (ARAPPNOTE 4501)
Fri Feb 10 06:37:32 2012  AssignEng : Timeout during database update -- the 
operation has been accepted by the server and will usually complete 
successfully (OU

Re: Server 'Alive' check

[Andrew C Goodall]

If you don't have access to enterprise level monitoring tools (such as
patrol, MOM, splunk, etc...) and if this is windows OS you could use the
arapi.net and vbscript on the arserver to send an email notification of
error on login or vice versa of healthy login. If you execute remotely,
then this could also tell you if the server is even up and has network
connectivity. 

 

Something like below... you could fancy this up as needed e.g. to verify
email engine is processing by looking if outgoing is queuing.

 

Dim oShell,hdserver,hduser,hdpass

Set oShell = CreateObject( "WScript.Shell" )

hdserver = oShell.ExpandEnvironmentStrings("%ComputerName%")



hduser = 

hdpass = 

 

Set server  = CreateObject("BMC.ARSystem.Server")

server.Login hdserver, hduser, hdpass

Dim strerr 

strerr = Err.Number

 

If strerr <> 0  Then

 

Dim strsubject

strsubject = "Remedy is not responding on " &
hdserver

Dim strerrortxt

strerrortxt = Now & " -- Error Section: # " &
strerrsection & "; Error Number: " & Err.Number & "; Error Description:
" & Err.Description & "; Error Source: " & Err.Source

 

SendEmailNotify(strsubject, strerrortxt)

 

End If

 

server.Logout

 

Function SendEmailNotify(strsubject,strbody)

 

On Error Resume Next

Err.Clear

 

Dim objMessage: Set objMessage = CreateObject("CDO.Message")


Dim strTo

Dim hdserver 

hdserver = oShell.ExpandEnvironmentStrings("%ComputerName%")

strTO = 

objMessage.Subject = strsubject 

objMessage.From = hdserver

objMessage.To = strTO 

'objMessage.Cc = ""

'objMessage.Bcc = ""

objMessage.HTMLBody = strbody

 

'==This section provides the configuration information for
the remote SMTP server.

'==Normally you will only change the server name or IP.

objMessage.Configuration.Fields.Item _

("http://schemas.microsoft.com/cdo/configuration/sendusing";)
= 2 

 

'Name or IP of Remote SMTP Server

objMessage.Configuration.Fields.Item _

 
("http://schemas.microsoft.com/cdo/configuration/smtpserver";) = 

 

'Server port (typically 25)

objMessage.Configuration.Fields.Item _

 
("http://schemas.microsoft.com/cdo/configuration/smtpserverport";) = 25 

 

objMessage.Configuration.Fields.Update

 

'==End remote SMTP server configuration section==

 

objMessage.Send

 

Set objMessage = NOTHING

 

End Function

 

Regards,

 

Andrew Goodall

Software Engineer 2 | Development Services |  jcpenney . www.jcp.com
  



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

 

Listers,

As we have discussed several times in the past a simple 'port check'
isn't sufficient to tell you that your server is 'alive'.  I'm looking
for assistance with 'what do you check' when you are checking to see if
your remedy server is alive and healthy.  I'm not looking to check the
MidTier in this effort...just the Remedy server itself.  So far I have
my script performing the following actions

 

-  Login

-  Search User Form

-  Execute Service

 

The first of course ensures that the server is processing logins

The second asks the remedy server to connect to the DB and return
results

The third 'exercises' it just a bit, asking it to do some things that
one of our services does, and return a result

 

These are of course just a small sampling of things I can have my script
do...I was looking to the list to see if you have any 'oh yea, that's a
good check' type of things that you typically do when embarking on this
type of effort. 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
The information transmitted is intended 
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confidential and/or privileged material. If the reader of this message is not 
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Re: Escalation trigger filters without modifying records?

[Ben Chernys]

What Fred is saying is avoid the escalation by including your normalization
at time of save or in his second case at time of save of another form (with
a non AR_ESCALATOR user).  (Sorry Fred.  Just wanted to make that a bit
clearer).

The ONLY way to modify a record without changing the fields modifier and
modified time is through the Merge API which is not doable by workflow.  It
is certainly doable with other methods like a Meta-Update script, your own
code in a "binary" etc.

ARS always performs the save when fields that set the "dirty bit" are set -
even if they are set to the same value.  
Ie:  db.f = 1; set fields f = 1; modification made.

By rewriting your filters to diagnose that there are no changes rather than
arbitrarily setting values to equal values, and by turning off the
"Modified" flag  on your trigger field,  or by turning off the dirty bit at
the end (a new filter that compares the fields you are modifying with the
db.fields and if no changes turns off the dirty bit).  

This would still leave AR_ESCALATOR on those records that really were
changed but (presumably) not on all records.

Meta-Update by default does not issue the modify when nothing has changed.
So certainly you would be able to do this with Meta-Update no problem.  You
also do not run into the filter limit.

Cheers
Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:   Ben.Chernys _AT_ softwaretoolhouse.com
Web: www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor.

Meta-Update, our premium ARS Data tool, lets you automate 
your imports, migrations, in no time at all, without programming, 
without staging forms, without merge workflow. 
http://www.softwaretoolhouse.com/  



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: February-10-12 04:03
To: arslist@ARSLIST.ORG
Subject: Re: Escalation trigger filters without modifying records?

If your "normalization" happens on every save of the record then are you
having to run thru them on a schedule to update them because something
somewhere else changed?

i.e.  If you are setting a Name field in Form AAA on save, are you trying to
keep that Name field in sync with a Name somewhere else (like on Form BBB)?
I would look at trying to detect when the source of Name (Form BBB) is
changed and force the related records (Form AAA) to update at that time.

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brien Dieterle
Sent: Thursday, February 09, 2012 6:13 PM
To: arslist@ARSLIST.ORG
Subject: Escalation trigger filters without modifying records?

I've got a lot of filters that do some "normalization" by setting some key
fields via a lookup.  This might be a bad idea, but I generally create
escalations that do some tidying up-- they just blast through all the
records and update a trigger field to trigger the modify filters.  
Having all the records "last modified by AR_ESCALATOR" is starting to
irritate some of my colleagues, so I'd like to stop doing this.  Any
thoughts?  I've tried several ways to get an escalation to trigger the
modify actions without actually modifying the record-- without any success.
I also definitely do not want to duplicate the code in the modify actions
and copy them into the escalation.

Thanks!

Brien


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David Zifchock is out of the office

[David Zifchock]

I will be out of the office starting  02/10/2012 and will not return until
02/13/2012.

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Re: Server 'Alive' check

[LJ LongWing]

Well.in my situation, I have a Server Group.so the effort that I'm working
on is to make my Load Balancer 'smarter' so that I can take a node out of
rotation if it's not working, so this particular approach wouldn't quite
work for me, but I agree that in a 'manual' manner, it seems to be a
reasonable scenario J

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Thursday, February 09, 2012 3:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

I am usually satisfied with watching the AR System Email Messages form from
the User Tool - I keep an open session on a work desktop that refreshes an
open query for Send Message = "Yes" every 5 minutes, and another open query
for Message Type = "Outgoing" where I can refresh to see all outbound
traffic.  If I remote in to look at it and see a miscellaneous tli error
dialog, SOMETHING blocked the connection, at least momentarily, and I start
troubleshooting from there by clearing the dialog.

 

A method that requires even less effort is that I also have a folder in my
mailbox that gets copies of notifications to the central Helpdesk, where I
am an Associate Member.  If there is recent traffic (unread mail in that
folder), there isn't a problem.  Basically, if people are entering tickets
via one of the mid-tiers or Kinetic Request, and notifications (or
escalations) are going out, it's working. A corollary benefit of this is
that I see outage notifications and maintain an awareness of what kinds of
tickets are being entered by both support staff and customers.

 

That may not be what you are looking for, but it works for us.

 

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/ 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, February 09, 2012 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Server 'Alive' check

 

** 

Listers,

As we have discussed several times in the past a simple 'port check' isn't
sufficient to tell you that your server is 'alive'.  I'm looking for
assistance with 'what do you check' when you are checking to see if your
remedy server is alive and healthy.  I'm not looking to check the MidTier in
this effort.just the Remedy server itself.  So far I have my script
performing the following actions

 

-  Login

-  Search User Form

-  Execute Service

 

The first of course ensures that the server is processing logins

The second asks the remedy server to connect to the DB and return results

The third 'exercises' it just a bit, asking it to do some things that one of
our services does, and return a result

 

These are of course just a small sampling of things I can have my script
do.I was looking to the list to see if you have any 'oh yea, that's a good
check' type of things that you typically do when embarking on this type of
effort. 

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 


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Re: Server 'Alive' check

[LJ LongWing]

I just converted my Service call from one that was using WebService plugin to 
call its own MidTier  to one that just did an internal call because in this 
particular test, I’m wanting to test the App server, not the MidTier server…I 
can devise a plugin that will test the plugin server is functional though, 
without invoking the MidTier.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Thursday, February 09, 2012 3:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** 

You will want to run some kind of check to ensure the plugin server is working. 
  We do a midtier transaction to login with a service account that has the home 
page set to the Overview console.  Because the overview console leverages the 
plugin server (at least in v 7.6.04) we do a screen text scrape of the header 
content section of the overview console to ensure it loaded.  This tells us 4 
things: 1 – Remedy ARS is up, 2 – Midtier is up, 3 – AD Authentication is 
functioning, 4 – Plugin Server is running.

 

We chose to do this specific test after various issues with the plugin server 
which would occur despite the fact that ARS was up and running fine.  Nate.

 

Nathan Aker
ITSM Solution Architect

McAfee, Inc.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Thursday, February 09, 2012 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Server 'Alive' check

 

** Very interested in answers!



Jose M. Huerta
Project Manager

Movil: 661 665 088

Telf.: 971 75 03 24

Fax: 971 75 07 94

  


SM2 Baleares S.A.
C/Rita Levi 

Edificio SM2 Parc Bit

07121 Palma de Mallorca

    
  
 

La información contenida en este mensaje de correo electrónico es confidencial. 
La misma, es enviada con la intención de que únicamente sea leída por la 
persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas 
no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por 
la misma vía, se abstenga de realizar copias del mensaje o remitirlo o 
entregarlo a otra persona y proceda a borrarlo de inmediato.

P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es 
necesario.

 

On Thu, Feb 9, 2012 at 23:11, LJ LongWing  wrote:

** 

Listers,

As we have discussed several times in the past a simple ‘port check’ isn’t 
sufficient to tell you that your server is ‘alive’.  I’m looking for assistance 
with ‘what do you check’ when you are checking to see if your remedy server is 
alive and healthy.  I’m not looking to check the MidTier in this effort…just 
the Remedy server itself.  So far I have my script performing the following 
actions

 

-  Login

-  Search User Form

-  Execute Service

 

The first of course ensures that the server is processing logins

The second asks the remedy server to connect to the DB and return results

The third ‘exercises’ it just a bit, asking it to do some things that one of 
our services does, and return a result

 

These are of course just a small sampling of things I can have my script do…I 
was looking to the list to see if you have any ‘oh yea, that’s a good check’ 
type of things that you typically do when embarking on this type of effort. 

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Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost

[Pierson, Shawn]

The form you are looking for is AR System Email Templates.  I just created one 
record for the header and a second for the footer, with html attachments on 
each record.

Once those records exist, you can go into AR System Email Mailbox Configuration 
and open up your outgoing email mailbox, then on the Advanced Configuration tab 
set the default templates you plan to use.  Otherwise, it can be done on Notify 
actions in your workflow and whatnot.

Thanks,

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Thursday, February 09, 2012 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Incident Notification 7.6.04 - RESOLVED-Almost

Kool;

I thought as much about the HTML use and will probably do exactly those same
kinds of things.  Excellent suggestion, but I don't see where to attach the
headers and footers unless you just put that HTML code into the message, as
well.  Shouldn't they really be assigned within the filters, like for
example: NTE:NTS:Email_200_Customer-NT ?

Thanks Shawn;
R

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, February 09, 2012 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Incident Notification 7.6.04

Ray,

Yes, it's just a matter of making an html file for the header and one for
the footer, then start using HTML within the body of the messages.  For
example, I've created a standard footer that provides contact information
for our service desk at the bottom of every email that goes out from Remedy,
and since I use HTML formatting I also set the notifications to put various
things in bold, e.g. in the email message something like:
Summary: #Summary#
Notes: #Detailed Description#

Another cool thing you can do is create hyperlinks, which I used to help
users do approvals via email rather than logging in to Approval Central.

Thanks,

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Thursday, February 09, 2012 2:59 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Incident Notification 7.6.04

Hello Listers;

Has anyone used the AR System Email Templates in concert with the ITSM
Incident out-of-the-box notifications functionality?

Is there a way to utilize headers, content and footers HTML templates from
within the standard user notofications?

Thanks ya'll;
R


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How do you support mobile access?

[Hendershot,Bruce D.]

The scope of this question is for both Remedy and non Remedy applications.  As 
your applications are enabled for access from smart phones and tablets, are you 
using your existing support model to support the mobile aspect?  For example, 
are the existing support and/or development teams for the application support 
the mobile technology or are there seperate teams focused on mobile across the 
applications?

Thanks.

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Re: Escalation trigger filters without modifying records?

[David Sanders]

Hi Brien

What you are describing is definitely *not* a normalized data structure as
you are storing and maintaining the linked data in your main form... but
leaving that aside.

The suggestion from Fred would work for small data volumes, but as soon as
you are updating larger volumes you will have performance problems and hit
the AR server filter limit, so assuming you still need the scheduled
escalation to sync your data...

Create your own Modified Date and Last Modified By fields and set values in
these fields through a filter when the record is created or modified where
$USER$ != "AR_ESCALATOR".  Then in your form display your custom fields
instead of the core fields.

HTH

David Sanders
Solution Architect
Enterprise Service Suite @ Work / e-ServiceSuite 
 
tel +44 1494 468980
mobile +44 7710 377761
email david.sand...@westoverconsulting.co.uk
 
web  http://www.westoverconsulting.co.uk
 
    http://www.e-servicesuite.co.uk
 
    

 
ITIL – SaaS – On Premise



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: 10 February 2012 03:03
To: arslist@ARSLIST.ORG
Subject: Re: Escalation trigger filters without modifying records?

If your "normalization" happens on every save of the record then are you
having to run thru them on a schedule to update them because something
somewhere else changed?

i.e.  If you are setting a Name field in Form AAA on save, are you trying to
keep that Name field in sync with a Name somewhere else (like on Form BBB)?
I would look at trying to detect when the source of Name (Form BBB) is
changed and force the related records (Form AAA) to update at that time.

Fred


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brien Dieterle
Sent: Thursday, February 09, 2012 6:13 PM
To: arslist@ARSLIST.ORG
Subject: Escalation trigger filters without modifying records?

I've got a lot of filters that do some "normalization" by setting some key
fields via a lookup.  This might be a bad idea, but I generally create
escalations that do some tidying up-- they just blast through all the
records and update a trigger field to trigger the modify filters.  
Having all the records "last modified by AR_ESCALATOR" is starting to
irritate some of my colleagues, so I'd like to stop doing this.  Any
thoughts?  I've tried several ways to get an escalation to trigger the
modify actions without actually modifying the record-- without any success.
I also definitely do not want to duplicate the code in the modify actions
and copy them into the escalation.

Thanks!

Brien


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Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

[Jiri Pospisil]

Yes, it is ITSM 7.6.03

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: 09 February 2012 17:50
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Are you running ITSM 7.6.03 in a 7.6.04 mid-tier, or something?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Thursday, February 09, 2012 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Thanks for the response.

Just one point I should have made clearer.
The horizontal scroll bar does not show within the table field.
It is on the console just below the place where the navigation bar on the left 
hand side ends.
The vertical scroll bar is just to the right of the table field (again, not the 
scroll bar in the table field).
It almost looks as if there is a frame around/within the console which resizes 
but just little bit smaller than what is required for all elements to fit in.
I have attached a screenshot (see if it gets through).

Thanks for your help

Jiri Pospisil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: 09 February 2012 16:53
To: arslist@ARSLIST.ORG
Subject: Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

Mid-tier 7.6.04.01 with the same version of the Incident Console:

I think part of the vertical behavior is that the Details and Tasks panel at 
the bottom has a fixed minimum and initial height.  It takes up the same space 
on a 27" iMac showing 80 rows of Incidents that it does on an old 17" LCD on a 
PC that shows only 29 rows of Incidents. And yes, I doubled the Size of Chunk 
to 100, and even made the columns for Assigned Group and Owner Group Visible, 
so my form and views are all overlaid.  I've never seen a horizontal scroll bar 
appear inside the z2TH Incidents table field - it just scrunches the column 
widths or hides them off-screen to the right - indicating a fixed width 
(Preferences - Reset brings them all back to a compromise "best-fit" for your 
screen).

Do you only see this in a particular browser?  I must admit that 99% of the 
time I am in some variant of IE on Windows or Safari on Macs. I've given up on 
all of the version changes for Firefox.

Are you on a resolution lower than 1,125 x 595, which I see is the actual size 
of the HPD:Incident Management Console Default User View Panel Holder 
(z2PLH_Main)?  I would have to assume that it is the minimum resolution that 
will work properly before you get scroll bars in the web browser window itself.

It probably DID work differently in 7.6.03. IMHO, 7.6.03 was an odd cousin to 
7.6.04, not a stepping stone; so many things in 7.6.03 that were very stable 
and worked great (after not working in 7.6.00) were broken (or broken again) in 
7.6.04.00/01.  Part of that was because so many fundamental changes were 
introduced, especially overlays, but it's almost like they were developed in 
parallel instead of sequentially.  I no longer assume that anything that worked 
in 7.6.03 (which I liked) will work the same (or at all) in 7.6.04.x.  At this 
point I am just happy to have 7.6.04.01 limping along in production with enough 
patches to keep it mostly stable.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: Thursday, February 09, 2012 6:47 AM
To: arslist@ARSLIST.ORG
Subject: Incident and Change Consoles do not extend on mid-tier 7.6.04

Hi,

I was wondering if anybody seen the following behaviour on mid-tier 7.6.04 
(tried with SP1 and SP2).
When I open the Incident management or Change Management console, the screen 
shows vertical and horizontal scroll bars and does not extend to fill the whole 
screen.
No matter what size window I try, the scroll bars are there and the console 
does not extend to use the whole space available. Appears as if there is a 
frame of pre-defined size within the console which does not extend and the 
application functions and the actual list of tickets do not fit into it.
I have raised a call with BMC, but they are under impression it is caused by 
the monitor resolution (I tested with various settings and it is same all the 
time).
Also, this does not explain why it works fine in mid-tier 7.6.03 and not in 
7.6.04.

Can anybody shed any light on this or advise where to look for the culprit?

Thanks
Jiri Pospisil
LCH Clearnet

The test environment set up is
Mid-tier 7.6.04 SP1 against Remedy server - 7.6